Experienced Disney Social Media Support Specialist – Remote Customer Service and Community Management Role

Introduction to The Walt Disney Company The Walt Disney Company, commonly known as Disney, is a diversified international family entertainment and media enterprise that has been enchanting audiences for generations. Renowned for its iconic characters, engaging storytelling, and unparalleled customer experiences, Disney is a leader in the entertainment industry. From theme parks and resorts to movies and merchandise, Disney has a global presence and a commitment to delivering happiness to audiences of all ages. As a company, Disney values innovation, creativity, and community, making it an exciting and rewarding place to work. Job Summary We are seeking a highly motivated and customer-focused Social Media Support Specialist to join our team in a fully remote role. As a Social Media Support Specialist, you will be the first point of contact for our online community, addressing inquiries, resolving issues, and ensuring a magical customer experience. This role involves providing exceptional support to our customers through various social media platforms, collaborating with the social media and customer service teams, and maintaining an in-depth knowledge of Disney products, services, and brand voice. Key Responsibilities Monitor and respond to customer inquiries and comments on Disney social media platforms in a timely and professional manner. Provide prompt and accurate support to customers, ensuring high levels of customer satisfaction and resolving issues efficiently. Escalate issues to appropriate departments when necessary, ensuring seamless communication and effective problem-solving. Track and report on social media interactions and trends to improve service strategies and enhance the overall customer experience. Collaborate with the social media and customer service teams to ensure consistent messaging and support, aligning with Disney's brand voice and values. Maintain an in-depth knowledge of Disney products, services, and brand voice, staying up-to-date with the latest developments and initiatives. Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: Excellent written communication skills, with the ability to craft engaging and informative responses to customer inquiries. Strong problem-solving abilities and attention to detail, with a focus on resolving issues efficiently and effectively. Proficiency in using major social media platforms (Facebook, Twitter, Instagram, etc.), with a strong understanding of social media trends and best practices. Ability to multitask and manage time effectively in a fast-paced environment, prioritizing tasks and meeting deadlines. Customer service experience, preferably in a social media or online support role, with a proven track record of delivering exceptional customer experiences. Familiarity with social media management tools and customer service software, with the ability to learn and adapt to new technologies. Preferred Qualifications In addition to the essential qualifications, the following preferred qualifications will be highly valued: At least 2 years of experience in customer service or social media support, with a strong understanding of the principles and practices of exceptional customer service. Experience working in a remote environment, with the ability to work independently and manage time effectively in a virtual setting. A passion for Disney and a desire to create magical experiences for our customers, with a strong understanding of the Disney brand and its values. Skills and Competencies To succeed in this role, you will need to possess the following skills and competencies: Strong understanding of social media trends and best practices, with the ability to stay up-to-date with the latest developments and initiatives. Ability to remain calm and professional under pressure, with a focus on delivering exceptional customer experiences in a fast-paced environment. A passion for Disney and a desire to create magical experiences for our customers, with a strong understanding of the Disney brand and its values. High degree of self-motivation and the ability to work independently, with a focus on prioritizing tasks and meeting deadlines. Career Growth Opportunities and Learning Benefits At Disney, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional growth. As a Social Media Support Specialist, you will have access to a range of training and development programs, including: Comprehensive training on Disney products, services, and brand voice, with ongoing support and coaching to ensure your success. Opportunities for career advancement and professional growth, with a focus on developing your skills and expertise in social media support and customer service. Access to exclusive Disney perks, including discounts and special events, with the opportunity to experience the magic of Disney firsthand. Work Environment and Company Culture At Disney, we pride ourselves on our supportive and inclusive work culture, with a focus on creating a positive and productive work environment. As a Social Media Support Specialist, you will be part of a dynamic and diverse team, with opportunities to collaborate and connect with colleagues from around the world. Our company culture is built on the values of innovation, creativity, and community, with a focus on delivering exceptional customer experiences and creating magical moments for our fans. Compensation, Perks, and Benefits We offer a competitive salary and comprehensive benefits package, including: Competitive salary, reflecting our commitment to attracting and retaining the best talent in the industry. Comprehensive health benefits package, with access to medical, dental, and vision coverage. Opportunities for career growth and development, with a focus on developing your skills and expertise in social media support and customer service. Access to exclusive Disney perks, including discounts and special events, with the opportunity to experience the magic of Disney firsthand. Conclusion If you are a motivated and customer-focused individual with a passion for Disney, we encourage you to apply for this exciting opportunity. As a Social Media Support Specialist, you will play a key role in upholding our commitment to exceptional customer service, creating magical experiences for our fans, and contributing to the success of our global brand. Apply today and be part of the magic! Ready to start your journey with Disney? Apply now and take the first step towards an exciting and rewarding career with our company. We look forward to welcoming you to our team! Apply for this job