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The Walt Disney Company Guest Services Representative - Work from Home, Arizona in Phoenix, Arizona


The Disney Store retail chain, which debuted in 1987, is owned and operated by Disney in North America, Europe, and Japan. Disney Store is the retail merchandising arm of Disney Consumer Products, the business segment of The Walt Disney Company (NYSE:DIS) and its affiliates that extends the Disney brand to merchandise. Disney Store carries high-quality products, including exclusive product lines that support and promote Disney's key entertainment initiatives and characters. Disney Store opened its first store in Glendale, California and, in doing so, originated the themed retail business model. There are currently more than 200 Disney Store locations in North America; more than 40 Disney Store locations in Japan; and more than 100 Disney Store locations in Belgium, Denmark, France, Ireland, Italy, Portugal, Spain and the United Kingdom , plus online stores , , and . Each Disney Store location offers a magical shopping experience that can only be delivered by Disney, one of the world's largest and most successful entertainment companies. For more information, please visit or follow us at and .

Responsibilities :


The Cast Member’s primary responsibility is to create Magical Moments for Guests of all ages, as well as ensuring a superior Guest experience. This is achieved by engaging and providing Guests with entertaining and magical interactions when they connect with the GSC. This is a part time, non-exempt position, working from home. Currently positions available in the following state; Arizona.

Guest Contacts

  • Answer inbound calls and email assisting Guests, providing impeccable Guest service

  • Contact Guests via outbound calls as instructed by supervisory staff

  • Identify and resolve issues that impact our Guests’ experiences

  • Channel escalated issues to appropriate supervisors/managers

Overall Contact Center Environment

  • Supports Disney Store Mission, “Creating Magical Moments for Guests of all Ages”

  • Bring stories to life with scripted and non-scripted Guest-engagement statements

  • Connects with Guests by asking open-ended questions to assess Guest needs and make appropriate recommendations and resolutions

  • Contributes to a high energy, storytelling environment that provides Guests with an entertaining, fun and dynamic experience

  • Assists Guests in finding solutions that best meet their needs while leveraging all available resources

  • Consistently treats all Guests and Cast Members with respect and contributes to a positive work environment

  • Takes a proactive role in maintaining Disney brand standards in Guest Service

  • Assist Supervisors, Trainers and Managers with Guest Services projects as assigned

  • Upholds all company policies as outlined in the Standard Operating Procedures, Employee Policy Manual and Code of Business Conduct

Basic Qualifications :

  • Guest Service experience preferred and ability to demonstrate strong Guest-focused engagement over the phone and via email

  • Strong attention to detail

  • Excellent communication skills, both verbal and written

  • Strong computer skills, including multi-tasking

  • Demonstrated success working as a member of a team

  • Ability to receive feedback and take action as appropriate

  • Access to a reliable, high-speed Internet connection required

  • Proven ability to work in a structured environment

  • Able to work a flexible schedule that meets the needs of the business, including evenings, holidays, weekends and call-in shifts

Preferred Qualifications:

  • Previous experience in contact center or retail or service industry

Required Education :

  • High School Diploma or equivalent

Job ID: 667318BR

Location: Phoenix,Arizona

Job Posting Company: Parks, Experiences and Products