Experienced Customer Support Specialist – Disability Access Service (DAS) Video Visit

At arenaflex, we're passionate about creating unforgettable experiences for our guests with disabilities. As a key member of our team, you'll play a vital role in ensuring that our visitors with disabilities have a seamless and enjoyable experience at our properties. We're seeking an experienced and empathetic Customer Support Specialist to join our team in a remote capacity.

About arenaflex

arenaflex is a world-renowned entertainment company that has been a leader in innovation and customer experience for over nine decades. Our commitment to accessibility and inclusivity is at the heart of everything we do, and we're dedicated to providing exceptional experiences for our guests with disabilities. As a remote Customer Support Specialist, you'll be part of a dynamic team that's passionate about making a difference in the lives of our guests.

Key Responsibilities

As a Customer Support Specialist, you'll be responsible for providing exceptional support to our guests with disabilities through our Disability Access Service (DAS) Video Visit platform. Your primary responsibilities will include:

• Proactively and effectively answering visitor-related inquiries to determine visitor needs, provide information, and handle situations connected with DAS services
• Communicating proficiently through video/calls and being able to adapt to various chat interactions while being actively engaged in video calls
• Utilizing situational guides to assess visitor challenges and provide tailored support
• Offering a single point of contact to help visitors with disabilities for pre, during, and post-visit discussions
• Working with DAS discussions to determine which service best aligns with the visitor's specific challenges
• Suggesting DAS services and resources available to visitors to enhance their support
• Making informed decisions while understanding when to escalate concerns to a Facilitator/Working Lead/Salaried Leader
• Maintaining professionalism in escalated interactions
• Seeking guidance in challenging discussions
• Providing general Retreat information and Schedule planning support based on visitor needs
• Offering alternative choices and solutions for visitors who may not meet the eligibility criteria for the Disability Access Administration and proficiently handling visitor concerns on a case-by-case basis

Essential Capabilities

To succeed in this role, you'll need to possess the following essential capabilities:

• Knowledge and interest in Disney property, items, and services, and providing exceptional visitor support
• Demonstrated technical skills and computer proficiency with the ability to learn and work with various systems and applications, including Microsoft Office tools and Visitor Administration Suite
• Ability to manage conflict through a balance between professionalism and resourcefulness
• Strong critical thinking skills
• Ability to handle confidential information
• Comfortable asking disclosure questions to secure necessary information from visitors to determine which DAS service(s) are the best fit or which may require further clinical consultation/assessment
• Open to being on camera in video visits

Preferred Capabilities

While not required, the following preferred capabilities will make you an even stronger candidate:

• Past experience working with people with disabilities or accessibility needs
• Experience in related roles, such as Visitor Services, Visitor Relations, or Web Help Desk
• Increased knowledge of Amusement Parks and Visitor Tools (e.g., Disneyland App and My Disney Experience)
• Bilingual
• Education on Services for Visitors with Disabilities at the Walt Disney World Resort
• Familiarity with the following is a plus: Live Chat, Visitor Administration Suite, MDX, VINCENT, Zendesk, Avaya

Job Benefits

As a remote Customer Support Specialist, you'll enjoy a range of benefits that will enhance your work-life balance and career growth:

• Remote Work Flexibility: As a remote employee, you'll have the flexibility to work from your preferred location, eliminating the need for a daily commute and allowing you to create a comfortable workspace.
• Balance between fun and serious activities: Remote work often provides a better balance between work and personal life, allowing you to plan your work around your own schedule and responsibilities.
• Competitive Compensation: Many organizations offer competitive pay rates for senior-level positions, which can vary widely depending on the company and industry.
• Medical Benefits: You may be eligible for health insurance, dental coverage, and other medical benefits as part of your compensation package.
• Retirement Plans: Many companies offer retirement savings plans, such as a 401(k), with employer matching or contributions.
• Paid Time Off (PTO): This typically includes vacation days, holidays, and sick leave, which can vary from one organization to another.
• Professional Development: Some companies invest in their employees' professional growth by offering opportunities for training, workshops, or tuition reimbursement.
• Investment opportunities or Equity: In specific ventures or startups, you may be offered investment opportunities or equity in the company.
• Performance-Based Rewards: Depending on your job and company performance, you may be eligible for performance-based rewards or incentives.
• Remote Work Equipment: Some employers provide the necessary equipment (e.g., computer, internet connection, ergonomic chair) to ensure you have a functional workspace setup.
• Flexible Hours: Depending on the organization's policies, you may have the flexibility to set your own working hours reasonably.

Why Join arenaflex?

At arenaflex, we're committed to creating a culture that values diversity, inclusivity, and employee well-being. As a remote Customer Support Specialist, you'll be part of a dynamic team that's passionate about making a difference in the lives of our guests with disabilities. We offer a range of benefits that will enhance your work-life balance and career growth, including:

• A competitive compensation package
• Opportunities for professional development and growth
• A dynamic and inclusive work environment
• Flexible work arrangements to suit your needs
• A range of benefits to support your physical and mental well-being

How to Apply

If you're passionate about providing exceptional support to our guests with disabilities and are looking for a challenging and rewarding role, we encourage you to apply. Please visit our website to submit your application and join our team at arenaflex. Apply Now! Apply for this job