Experienced Disability Access Service Video Chat Specialist – Tampa, FL

At arenaflex, we're dedicated to creating magical experiences for all our Guests, including those with disabilities. As a Disability Access Service Video Chat Specialist, you'll play a vital role in ensuring that our Guests with disabilities have a seamless and enjoyable experience at our world-famous theme parks. If you're passionate about delivering exceptional Guest Service, have a knack for problem-solving, and are comfortable working in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a global leader in entertainment, media, and hospitality. Our mission is to create unforgettable experiences for our Guests, and we're committed to making our parks and resorts accessible to everyone. As a Disability Access Service Video Chat Specialist, you'll be part of a team that's dedicated to providing exceptional Guest Service and ensuring that our Guests with disabilities have a magical time at our parks.

Responsibilities

As a Disability Access Service Video Chat Specialist, you'll be responsible for:

• Proactively and efficiently answering Guest accessibility-related questions to resolve Guest needs, provide information, and handle situations related to Accessibility Services
• Communicating efficiently through video/phone calls and balancing multiple chat interactions while being actively engaged in video calls
• Using symptomatic challenges to assess the level of support needed for various disabilities (e.g., hearing, mobility, visual, cognitive)
• Ability to assess situational examples to gain understanding of Guest challenges
• Offering a single point of contact to assist Guests with disabilities for pre, during, and post-visit conversations
• Facilitating accessibility conversations about all services to determine which service best aligns with specific challenges the Guest experiences
• Proficient in recommending accessibility services and resources available for Guests to improve support
• Ability to make confident decisions while understanding when to raise concern to Coordinator/Working Lead/Salaried Leader
• Able to maintain integrity in intensified interactions
• Able to seek consult in difficult conversations
• Providing general Resort information and Itinerary planning support based on accessibility needs
• Providing alternative options and solutions to Guests who may not qualify for the Disability Access Service and efficiently handling Guests' concerns as needed

Requirements

To be successful as a Disability Access Service Video Chat Specialist, you'll need:

• Knowledge and interest in arenaflex property, products & services, and delivering outstanding Guest Service
• Demonstrate technical abilities and computer proficiency with the ability to learn and work with various systems and applications, including Microsoft Office Tools and Guest Service Suite
• Able to handle conflict resolution through a balance of integrity and partner resourcing
• Demonstrate strong problem-solving-decision-making skills
• Ability to handle confidential information
• Comfortable asking discovery questions to acquire relevant information from Guests to resolve which accessibility service(s) are the best fit or which may require further medical consultation/evaluation
• Comfortable being on camera in video chat

Nice-to-haves

While not required, the following skills and experiences would be beneficial:

• Previous experience working with individuals with disabilities or accessibility needs
• Experience in related roles such as Guest Services, Guest Relations, or Internet Help Desk
• Heightened knowledge of Theme Parks and Guest Tools (e.g., Disneyland App and My Disney Experience)
• Bilingual
• Knowledgeable of Services for Guests with Disabilities at the Walt Disney World Resort
• Knowledge of the following is a plus: Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya

Benefits

As a Disability Access Service Video Chat Specialist at arenaflex, you'll enjoy:

• Employee Discount
• Health Insurance
• 401K Plan

What We Offer

At arenaflex, we're committed to providing our team members with a supportive and inclusive work environment. As a Disability Access Service Video Chat Specialist, you'll have the opportunity to:

• Work with a talented team of Guest Service professionals who are passionate about delivering exceptional Guest Service
• Develop your skills and knowledge in Guest Service, accessibility, and problem-solving
• Enjoy a comprehensive benefits package, including health insurance and a 401K plan
• Take advantage of employee discounts and perks
• Be part of a company that's dedicated to making a positive impact on our community

How to Apply

If you're passionate about delivering exceptional Guest Service and have a knack for problem-solving, we want to hear from you! Apply now to become a Disability Access Service Video Chat Specialist at arenaflex. Apply Now! Apply for this job