Join the arenaflex team as a highly skilled Disability Access Service Video Chat Specialist in our Tampa, FL location. As a key member of our Disability Access Service team, you will play a vital role in ensuring that our Guests with disabilities have an exceptional experience at our theme parks. If you are passionate about delivering outstanding Guest Service, have a strong interest in accessibility and disability services, and are comfortable working in a fast-paced environment, we encourage you to apply for this exciting opportunity.
**About arenaflex**
arenaflex is a world-renowned entertainment and media company that has been a leader in innovation and Guest experience for over 90 years. Our mission is to create magical experiences for our Guests, and we are committed to providing exceptional service and accessibility to all our visitors. Our Disability Access Service team is dedicated to ensuring that our Guests with disabilities have a seamless and enjoyable experience at our theme parks.
**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
* 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:
* 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 are highly desirable:
* 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 member of the arenaflex team, you will enjoy a range of benefits, including:
* Employee Discount
* Health Insurance
* 401K Plan
**What We Offer**
At arenaflex, we are committed to providing a positive and inclusive work environment that supports the growth and development of our team members. We offer a range of opportunities for career growth and learning, including:
* Comprehensive training programs to ensure you have the skills and knowledge you need to succeed in your role
* Opportunities for professional development and advancement
* A collaborative and supportive work environment
* Recognition and rewards for outstanding performance
**How to Apply**
If you are passionate about delivering exceptional Guest Service and have a strong interest in accessibility and disability services, we encourage you to apply for this exciting opportunity. Please submit your application through our website.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!
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