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Customer Service Coordinator

Apply Now Apply Later Job ID 620638BR Location New York, New York, United States Business Disney Streaming Services Date posted Dec. 14, 2018

Job Summary:

Disney Streaming Services is a business unit within The Walt Disney Company's Direct-to-Consumer and International (DTCI) segment that oversees all consumer-facing digital video subscription services across the company. Disney Streaming Services is responsible for developing and operating The Walt Disney Company's direct-to-consumer video businesses globally, including the ESPN+ premium sports streaming service, programmed in conjunction with ESPN; the upcoming Disney SVOD service; and BAMTECH Media, a global leader in direct-to-consumer video streaming products and solutions. Its core mission is to deliver global audiences the freedom to access content on their terms across any connected device, time or location.

Responsibilities:

  • Answering Customer Service inquiries via incoming calls and email
  • Provide escalated technical support across multiple browser / OS / devices
  • Follow and navigate through detailed troubleshooting steps across multiple platforms
  • Assist with de-escalating level one contacts regarding but not limited to the following:
    • Answer questions about accounts, billing, and services
    • Retain customers looking to cancel their subscription
    • Handle any other customer inquiry, complaint or request
  • Offer an exceptional customer experience in every interaction

Basic Qualifications:

  • Advanced computer skills / General technical support skills (emptying cache, deleting cookies, browser knowledge, reboot steps, etc.)
  • Advanced knowledge of mobile device layouts, navigation, and troubleshooting
  • Advanced knowledge of connected device types, i.e. Xbox, Apple TV, Roku
  • De-escalation and rebuttal skills
  • Excellent communication skills
  • Passion for sports
  • Schedule flexibility
  • Attention to detail
  • Self-motivated / Driven
  • Compassionate / Empathetic
  • Able to deliver a positive customer experience
  • Must be available to work Weekend and Evening shifts up to 1AM

About Disney Streaming Services:

Disney Streaming Services is responsible for developing and operating The Walt Disney Company’s direct-to-consumer video businesses globally, including the ESPN+ premium sports streaming service; the upcoming Disney subscription video service; and BAMTECH Media, a global leader in direct-to-consumer video streaming products and solutions. Our core mission is to deliver global audiences the freedom to access content on their terms across any connected device, time or location. We serve consumers by bringing the world’s most beloved characters, timeless stories, legendary athletes, and epic sporting events to global audiences through best-in-class direct-to-consumer video services. We strive daily to imaginatively challenge convention with innovative technology that gives consumers the freedom to access content on their terms across any connected device, time or location.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: media networks, parks and resorts, studio entertainment, consumer products and interactive media. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Streaming Services, LLC, which is part of a business segment we call Disney Streaming Services.

Disney Streaming Services, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney fosters a business culture where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a rapidly changing world.

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