Job Summary:

At Disney, we believe in creating magical moments and delivering extraordinary experiences for our customers. As a Social Media Customer Support Specialist, you will play a pivotal role in upholding our commitment to exceptional service through dynamic and engaging interactions on social media platforms. This remote position offers the flexibility to work from home while contributing to one of the worlds most iconic brands. You will handle customer inquiries, resolve issues, and ensure that every interaction reflects the Disney brands values of creativity, quality, and customer-centricity.

Key Responsibilities:

• Customer Interaction: Monitor and respond to customer inquiries, comments, and messages across various social media platforms including Facebook, Twitter, Instagram, and more.
• Issue Resolution: Address and resolve customer issues and complaints with efficiency and empathy, ensuring that each response aligns with Disneys standards for customer service.
• Brand Representation: Maintain a deep understanding of Disneys products, services, and brand values to provide accurate and engaging responses.
• Content Management: Collaborate with the social media team to create, review, and update content that fosters positive customer engagement.
• Reporting and Analytics: Track and report on customer feedback and engagement metrics to help identify trends and areas for improvement.
• Escalation: Identify and escalate complex issues or sensitive topics to appropriate internal teams or supervisors for further resolution.
• Continuous Improvement: Contribute to ongoing process improvements by providing feedback and suggestions based on customer interactions.

Required Skills and Qualifications:

• Excellent Communication: Outstanding written and verbal communication skills, with the ability to convey information clearly and professionally.
• Social Media Proficiency: Proficient in using social media platforms and tools, with a strong understanding of their respective best practices.
• Customer-Centric Attitude: A passion for delivering exceptional customer service and a genuine interest in helping people.
• Problem-Solving Skills: Strong analytical and problem-solving abilities to address and resolve customer issues effectively.
• Attention to Detail: High attention to detail to ensure accuracy in responses and adherence to brand guidelines.

Experience:

• Relevant Experience: Minimum of 2 years of experience in customer service or social media management roles, preferably within a large organization or a brand-focused environment.
• Industry Knowledge: Familiarity with the entertainment or media industry is a plus but not required.

Working Hours:

• Schedule: Full-time position with flexible working hours, including potential evenings and weekends, to accommodate varying social media traffic patterns.
• Time Zone: Must be able to work within specific time zones as needed to ensure coverage during peak times.

Knowledge, Skills, and Abilities:

• Technical Skills: Proficiency in social media management tools and CRM systems.
• Empathy and Patience: Ability to empathize with customers and maintain patience in challenging situations.
• Adaptability: Flexibility to adapt to changing priorities and social media trends.
• Team Collaboration: Strong ability to work collaboratively with remote team members and cross-functional teams.

Benefits:

• Competitive Salary: Attractive compensation package based on experience and qualifications.
• Health and Wellness: Comprehensive health, dental, and vision insurance plans.
• Retirement Plan: Access to a 401(k) plan with company match.
• Paid Time Off: Generous vacation, sick leave, and holiday pay.
• Professional Development: Opportunities for career growth and advancement within the Disney network.
• Employee Discounts: Discounts on Disney products and services.

Why Join Disney:

• Iconic Brand: Be part of a globally recognized brand that is synonymous with magic and excellence.
• Innovative Culture: Work in an environment that fosters creativity, innovation, and collaboration.
• Flexible Work Environment: Enjoy the convenience and balance of working from home while being part of a supportive team.
• Impactful Work: Contribute to delivering memorable experiences for Disney fans around the world.

How to Apply:

To apply for the Social Media Customer Support Specialist position, please submit your resume and a cover letter detailing your relevant experience and passion for Disneys customer service mission. Applications can be sent through our career portal on the Disney website. We look forward to discovering how your skills and enthusiasm align with our commitment to creating magical experiences for our customers.