Experienced Full Stack Customer Support Representative – Disney Voyage Line Operations

Join arenaflex, a leading player in the entertainment industry, as we seek an experienced Full Stack Customer Support Representative to join our Disney Voyage Line Operations team.

About arenaflex

arenaflex is a global leader in the entertainment industry, renowned for its innovative approach to customer experience and exceptional service delivery. Our Disney Voyage Line Operations team is dedicated to providing seamless and memorable experiences for our guests, and we're seeking a talented individual to join our ranks.

Job Summary

We're looking for a highly motivated and experienced Full Stack Customer Support Representative to join our Disney Voyage Line Operations team. As a key member of our team, you'll be responsible for providing exceptional customer service, resolving complex issues, and driving process improvements to enhance our guests' experiences. If you're passionate about delivering outstanding customer service and have a keen eye for detail, we want to hear from you!

Key Responsibilities

* Participate in the development, implementation, and maintenance of embarkation processes, including issue resolution, upgrades, and communication strategies for Terminal Activities and core partners.

• Drive continuous improvement of operational processes to enhance Disney Voyage Line services both internally and externally.
• Develop and implement new processes and projects to ensure seamless and precise execution.
• Maintain and update datasets, including Port Appearance Times, Daily Action Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests.
• Support the Terminal Operations Manager with the Moderate process and citizenship questions and Cast Member advancement.
• Assist with agenda planning documentation for citizenship requirements.
• Play a vital role in creating content, teaching, and adjusting crowds regarding business mix program development and execution plans for the overall Disney Voyage Line operation.
• Identify and resolve issues related to projects, content, and estimation to improve project success.
• Maintain Terminal Activities documentation, including but not limited to working guides, forms, and Visitor embarkation insurance for accuracy and consistency.
• Schedule, Seat, and Record office meetings.
• Lead communication with partner regions, both internal and external, with any feedback as well as any operational updates or changes.
• Attend and support Terminal Activities in Port Canaveral, South Florida, and Outports.
• Occasionally support the Outport team by assisting with terminal/area launch tasks.
• Lead Quality Assurance Reviews and schedule Reviews for terminal activities.
• Collaborate with other divisions within Disney Voyage Line to ensure a consistent Visitor experience.
• Act as a liaison between Disney Voyage Line and all external vendor activities.
• Maintain a positive working relationship with external vendors participating in the daily port activity, including but not limited to Custom and Border Protection Authorities, Port Power, Local Policing, Stevedores/Watchmen, Security, and all Disney Voyage Line teams.

Essential Capabilities

* Knowledge of voyage products, the cruise industry, and terminal activities

• Knowledge of internal and external connections and obligations as they relate to a cruise terminal wharf activity, including but not limited to the following: Dock registration methods, Embarkation techniques, and Visitor transportation
• Demonstrated proficiency in Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint
• Ability to manage multiple priorities in a fast-paced environment
• Proven customer service skills
• Strong verbal and written communication skills
• Demonstrated logical, analytical, and critical thinking skills
• Travel industry experience
• Ability to work flexible hours, including weekends and holidays
• Must have a valid passport, as this position may require international travel
• Ability to travel frequently to support terminal activity areas
• Ability to lift 50 pounds, push luggage carts that may weigh over 500 pounds, and use equipment in a warehouse setting (box stacking, box jack)

Preferred Capabilities

* Over three years of cruise line dock activities or similar experience

• Disney Voyage Line Manager and Base knowledge, strategy, methods
• Microsoft PowerApps/Power Automate
• Knowledge of Disney Voyage Line systems, including DXP, Seaware, and Fidelio
• Knowledge of migration strategy in regards to areas Disney Voyage Line sails from, including but not limited to the US, Schengen region, Canada, Australia, and New Zealand

What We Offer

* Competitive salary

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to exclusive employee discounts and perks

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our website.

Submit Your Application

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