Experienced Disability Access Service Video Chat Specialist – Tampa, FL

Join the arenaflex team as a highly skilled Disability Access Service Video Chat Specialist in Tampa, FL. As a key member of the arenaflex team, you will play a vital role in ensuring that Guests with disabilities have an exceptional experience at our world-class resort. If you are passionate about delivering outstanding Guest Service, have a keen interest in accessibility, and are proficient in video chat technology, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a world-renowned entertainment and hospitality company that has been delighting Guests for generations. Our commitment to innovation, quality, and Guest satisfaction has earned us a reputation as a leader in the industry. At arenaflex, we believe that every Guest deserves an exceptional experience, and we are dedicated to providing the highest level of service and support to ensure that our Guests have a magical time.

Responsibilities

As a Disability Access Service Video Chat Specialist, you will 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
• Provide general Resort information and Itinerary planning support based on accessibility needs
• Provide 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 in this role, you will need:

• Knowledge and interest of 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., arenaflex App and My arenaflex Experience)
• Bilingual
• Knowledgeable of Services for Guests with Disabilities at the arenaflex Resort
• Knowledge of the following is a plus: Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya

Benefits

As a valued member of the arenaflex team, you will enjoy:

• Employee Discount
• Health Insurance
• 401K Plan

Work Environment and Company Culture

arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. Our team is passionate about delivering exceptional Guest Service and creating a magical experience for our Guests. We offer a collaborative and supportive work environment that encourages growth, learning, and innovation.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our team members. We offer a range of training programs, mentorship opportunities, and career advancement paths to help you achieve your career goals. Our team is passionate about learning and development, and we encourage our team members to take ownership of their learning and growth.

How to Apply

If you are passionate about delivering outstanding Guest Service and have a keen interest in accessibility, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we will review your qualifications and experience. We look forward to welcoming you to the arenaflex team! Apply for this job