Experienced Customer Support Specialist – Disability Access Service (DAS) Video Visit Cast

At arenaflex, we're committed to providing exceptional experiences for our visitors with disabilities. As a key member of our team, you'll play a vital role in helping us achieve this goal. We're seeking an experienced Customer Support Specialist to join our DAS Video Visit Cast team, providing top-notch support to our visitors with disabilities through video chats and phone calls.

About arenaflex

arenaflex is a leading entertainment company that strives to create magical experiences for our guests. We're committed to providing exceptional customer service, and our Disability Access Service (DAS) team is no exception. Our team is dedicated to helping visitors with disabilities navigate our properties, ensuring that everyone has an enjoyable and accessible experience.

Job Summary

As a Customer Support Specialist on our DAS Video Visit Cast team, you'll be the primary point of contact for visitors with disabilities. You'll provide expert guidance and support through video chats and phone calls, helping visitors navigate our properties and make the most of their experience. Your exceptional communication skills, empathy, and problem-solving abilities will make a significant difference in the lives of our visitors.

Key Responsibilities

* Proactively and effectively answer visitor-related inquiries to determine visitor needs, provide information, and handle situations connected with Disability Access Services

• Communicate proficiently through video calls and phone calls, adjusting to various conversation styles while being actively engaged in video calls
• Utilize situational guides to acquire understanding of visitor challenges, including hearing, mobility, visual, and mental disabilities
• Offer a single point of contact to help visitors with disabilities for pre, during, and post-visit discussions
• Work with Disability Access discussions to determine which service best aligns with explicit difficulties the visitor encounters
• Suggest Disability Access services and resources available for visitors to improve support
• Evaluate situations and make informed decisions while understanding when to escalate concerns to a Facilitator/Working Lead/Salaried Leader
• Maintain honesty in escalated conversations and seek guidance when necessary
• Provide general Retreat information and Schedule planning support based on visitor needs
• Offer alternative choices and solutions for visitors who may not qualify for the Disability Access Service and proficiently handle visitor concerns on a case-by-case basis

Essential Capabilities

* Knowledge and interest in Disney property, items, and services, and delivering exceptional visitor service

• Exhibit technical skills and computer proficiency with the ability to learn and work with various systems and applications, including Microsoft Office tools and Visitor Administration Suite
• Ability to manage compromise through a balance between honesty and partner resourcing
• Demonstrate strong critical thinking skills
• Ability to handle confidential information
• Comfortable asking disclosure questions to secure necessary information from visitors to determine which Disability Access service(s) are the best fit or which might require further clinical consultation/assessment
• Open to being on camera in video chats

Preferred Capabilities

* Past experience working with people with disabilities or accessibility needs

• Experience in related roles, such as Visitor Services, Visitor Relations, or Web Help Desk
• Increased knowledge of Amusement Parks and Visitor Instruments (e.g., Disneyland App and My Disney Experience)
• Bilingual
• Educated on Services for Visitors with Disabilities at the Walt Disney World Resort
• Familiarity with the following is a plus: Live Chat, Visitor Administration Suite, MDX, VINCENT, Zendesk, Avaya

Job Benefits

* Remote Work Flexibility: As a remote employee, you'll enjoy the flexibility of working from your preferred location, eliminating the need for a daily commute and allowing you to create a comfortable workspace.

• Balance between work and personal life: Remote work often provides a better balance between work and personal activities, allowing you to plan your work around your own life and responsibilities.
• Competitive Compensation: Many organizations offer competitive pay rates for senior-level positions, which can vary widely depending on the company and industry.
• Healthcare Benefits: You may be eligible for health insurance, dental coverage, and other healthcare benefits as part of your compensation package.
• Retirement Plans: Many companies offer retirement savings plans, such as a 401(k), with employer matching or contributions.
• Paid Time Off (PTO): This typically includes vacation days, holidays, and sick leave, which can vary from one company to another.
• Professional Development: Some organizations invest in their employees' professional growth by offering opportunities for training, workshops, or tuition reimbursement.
• Investment Opportunities or Equity: In specific industries or startups, you may be offered investment opportunities or equity in the company.
• Performance-Based Rewards: Depending on your job and company performance, you may be eligible for performance-based rewards or bonuses.
• Remote Work Equipment: Some employers provide the necessary equipment (e.g., computer, internet connection, ergonomic chair) to ensure you have a functional workspace setup.
• Flexible Hours: Depending on the company's policies, you may have the flexibility to set your own working hours reasonably.
• Employee Assistance Programs (EAPs): EAPs can provide confidential guidance and support services to employees and their families for personal and professional issues.
• Employee Discounts: Some companies offer discounts on their products or services to their employees.
• Employee Benefits: Although you're working remotely, some companies still offer benefits like public transportation or parking sponsorships.
• Wellness Programs: Wellness programs can include gym memberships, fitness classes, or health challenges to promote employee well-being.
• Remote Team Building: Organizations may organize virtual team-building activities or provide tools for remote employees to stay connected and engaged with their colleagues.

What We Offer

* A dynamic and supportive team environment

• Opportunities for professional growth and development
• Competitive compensation and benefits package
• Flexible work arrangements to balance work and personal life
• A chance to make a meaningful impact on the lives of our visitors with disabilities

How to Apply

If you're passionate about providing exceptional customer service and making a difference in the lives of our visitors with disabilities, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application and join our team at arenaflex. Apply for this job