Experienced Disability Access Service Video Chat Specialist – Tampa, FL

Join arenaflex as a valued member of our Disability Access Service (DAS) team, where you will play a vital role in ensuring that our Guests with disabilities have an unforgettable experience at our world-renowned theme parks. As a DAS Video Chat Team Specialist, you will be the primary point of contact for Guests with disabilities, providing exceptional support and guidance throughout their visit. If you are passionate about delivering outstanding Guest Service, have a keen understanding of accessibility needs, and are comfortable working in a fast-paced environment, we encourage you to apply for this exciting opportunity.

About arenaflex

arenaflex is a global leader in the entertainment industry, renowned for its innovative approach to Guest experience and commitment to accessibility. Our theme parks and resorts are designed to be inclusive and welcoming to all, with a range of services and amenities available to support Guests with disabilities. As a DAS Video Chat Team Specialist, you will be part of a dedicated team that is passionate about making a difference in the lives of our Guests.

Responsibilities

As a DAS Video Chat Team 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 effectively 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 in this role, you will need to possess:

• 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 essential, 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 valued member of the arenaflex team, you will enjoy a range of benefits, including:

• Employee Discount
• Health Insurance
• 401K Plan

Work Environment and Company Culture

As a DAS Video Chat Team Specialist, you will be working in a fast-paced, dynamic environment that requires flexibility, adaptability, and a passion for delivering exceptional Guest Service. Our team is dedicated to making a difference in the lives of our Guests, and we are committed to creating a work environment that is inclusive, supportive, and empowering. If you are passionate about accessibility, Guest Service, and making a difference, we encourage you to apply for this exciting opportunity.

Career Growth Opportunities and Learning Benefits

arenaflex is committed to the growth and development of our team members. As a DAS Video Chat Team Specialist, you will have access to a range of training programs, workshops, and resources designed to help you develop your skills and advance your career. Our team is passionate about learning and growth, and we encourage our team members to take ownership of their development and pursue opportunities that align with their interests and goals.

How to Apply

If you are passionate about delivering exceptional Guest Service, have a keen understanding of accessibility needs, and are comfortable working in a fast-paced environment, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating a work environment that is inclusive, supportive, and empowering, and we strive to attract and retain the best talent from a diverse range of backgrounds. Apply for this job