Disability Access Service Video Chat Specialist – Guest Accessibility & Support – Tampa, FL (Full‑Time) – arenaflex

About arenaflex – Pioneering Inclusive Guest Experiences

arenaflex is a global leader in entertainment and immersive experiences, renowned for creating magical moments that delight millions of guests each year. Our commitment to accessibility goes beyond compliance; it is woven into the fabric of every attraction, service, and interaction we offer. As part of the arenaflex Central Team, you will join a passionate community of Cast Members who champion inclusivity, ensuring that guests of all abilities can enjoy seamless, unforgettable experiences. If you thrive in a dynamic, guest‑focused environment and are eager to make a tangible difference in the lives of individuals with disabilities, this role is your gateway to a rewarding career at arenaflex.

Position Overview

The Disability Access Service (DAS) Video Chat Specialist is a pivotal member of the arenaflex Guest Services ecosystem. In this role, you will serve as the primary point of contact for guests seeking assistance with the Disability Access Service, guiding them through registration, advance planning, and on‑site support via video and chat platforms. Your expertise will help guests navigate the full suite of accessibility resources, ensuring each interaction is handled with empathy, professionalism, and efficiency.

Key Responsibilities

• Proactively respond to guest inquiries related to accessibility services, delivering accurate information and timely resolutions.
• Conduct video and phone consultations, balancing multiple chat interactions while maintaining a high level of engagement and attentiveness.
• Assess guests’ specific challenges—such as hearing, mobility, visual, or cognitive needs—to determine the appropriate level of support.
• Guide guests through the DAS advance‑planning process, helping them schedule reservations, FastPass selections, and other accommodations.
• Serve as a single, trusted point of contact for pre‑visit, on‑day, and post‑visit conversations, ensuring continuity of care.
• Facilitate clear, compassionate discussions about all arenaflex accessibility services, matching each guest with the solution that best aligns with their unique needs.
• Recommend additional resources, such as assistive technology rentals, specialized transportation, or tailored itineraries, to enhance the guest experience.
• Make confident, informed decisions while recognizing when to escalate complex situations to a Coordinator, Working Lead, or Salaried Leader.
• Maintain composure and integrity during high‑stress interactions, seeking guidance when necessary to protect guest satisfaction.
• Provide comprehensive resort information, including itinerary planning, dining reservations, and attraction accessibility details.
• Identify alternative options for guests who may not qualify for the DAS, offering creative solutions and empathetic support.

Basic Qualifications

• Demonstrated enthusiasm for arenaflex properties, products, and services, coupled with a genuine desire to deliver outstanding guest service.
• Strong technical aptitude and proficiency with multiple computer systems, including Microsoft Office Suite and arenaflex Guest Service platforms.
• Excellent conflict‑resolution skills, balancing empathy with decisive action to resolve guest concerns.
• Robust problem‑solving and decision‑making abilities, especially in fast‑paced, multi‑tasking environments.
• Ability to handle confidential guest information with discretion and professionalism.
• Comfortable asking discovery questions to uncover guest needs and recommend the most suitable accessibility services.
• Willingness to appear on camera and conduct video chats with guests, projecting confidence and warmth.

Preferred Qualifications

• Prior experience working directly with individuals who have disabilities or specific accessibility requirements.
• Background in guest services, guest relations, or help‑desk environments, preferably within a hospitality or entertainment setting.
• Familiarity with arenaflex’s digital tools, such as the arenaflex App and arenaflex Experience, to assist guests in real‑time.
• Fluency in a second language (bilingual) to support a diverse guest population.
• Knowledge of arenaflex’s disability services, including the full range of accommodations offered across the resort.
• Experience with customer‑service platforms such as arenaflex Live Engage, arenaflex Service Suite, MDX, VINCENT, Zendesk, or Avaya is a plus.

Core Skills & Competencies

• Empathy & Active Listening: Ability to truly hear and understand guest concerns, especially when they involve sensitive disability‑related topics.
• Communication Excellence: Clear, concise, and courteous verbal and written communication across video, phone, and chat channels.
• Multitasking Mastery: Skillful management of simultaneous conversations without sacrificing quality or attention to detail.
• Technical Agility: Quick adaptation to new software, tools, and platforms, ensuring smooth guest interactions.
• Decision‑Making Acumen: Confidence to resolve issues independently while recognizing when escalation is required.
• Organizational Insight: Deep understanding of arenaflex’s resort layout, attractions, and accessibility features to provide accurate guidance.
• Resilience & Patience: Ability to remain calm and supportive during challenging or emotionally charged conversations.

Career Growth & Development Opportunities

arenaflex invests heavily in the professional development of its Cast Members. As a DAS Video Chat Specialist, you will have access to a robust learning ecosystem that includes:

• Structured onboarding and mentorship programs that pair you with seasoned accessibility experts.
• Ongoing training modules covering advanced disability awareness, assistive technology, and inclusive service design.
• Opportunities to cross‑train in related departments such as Guest Relations, Operations, and Resort Planning.
• Pathways to leadership roles, including Team Lead, Coordinator, and Guest Services Management positions.
• Eligibility for internal mobility, allowing you to explore roles at other arenaflex locations worldwide.

Work Environment & Culture at arenaflex

Our Tampa location offers a vibrant, collaborative atmosphere where creativity and compassion intersect. You will work alongside a diverse team of professionals who share a common purpose: to make every guest feel welcome, valued, and empowered. arenaflex promotes:

• A culture of inclusion where all voices are heard and respected.
• Flexible scheduling options to support work‑life balance.
• Employee resource groups focused on accessibility, diversity, and community outreach.
• Regular team‑building events, recognition programs, and celebration of milestones.
• State‑of‑the‑art workstations equipped with ergonomic accessories and assistive technology.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage starting at $18.15, with regular performance‑based increases. In addition to base pay, you will enjoy a comprehensive benefits package that may include:

• Health, dental, and vision insurance options.
• Retirement savings plans with company matching contributions.
• Paid time off, holidays, and vacation accruals.
• Employee discounts on arenaflex tickets, merchandise, and dining experiences.
• Wellness programs, including fitness class subsidies and mental‑health resources.
• Professional development stipends for certifications, conferences, and continuing education.
• Transportation assistance and parking privileges at the resort.

Application Process & Equal Opportunity Statement

arenaflex is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, guests, and partners. Applicants will be considered without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

If you require a reasonable accommodation to apply for this position, please email [email protected]. We will respond promptly to ensure the application process is accessible to everyone.

Ready to Make an Impact?

Join arenaflex’s dedicated team of accessibility champions and help shape unforgettable experiences for guests of all abilities. Your expertise, compassion, and enthusiasm will directly influence how millions of guests enjoy our world‑class entertainment offerings. Click the link below to start your journey with arenaflex today!

Apply Now – Become a DAS Video Chat Specialist at arenaflex!