Experienced Full Stack Customer Support Specialist – Disability Access Service, Video Chat, and Data Entry

Join arenaflex in Revolutionizing the Way We Deliver Exceptional Guest Experiences

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 helping us achieve this mission. We're seeking an experienced Full Stack Customer Support Specialist to join our team, providing exceptional support to our guests through video chat, live chat, and data entry. If you're passionate about delivering outstanding customer service, have a knack for problem-solving, and are comfortable working in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a leading provider of innovative solutions for guests with disabilities. Our team is dedicated to creating a seamless and enjoyable experience for our guests, and we're committed to making a positive impact on their lives. We're a dynamic and growing company that values innovation, collaboration, and customer satisfaction.

Key Responsibilities

As a Full Stack Customer Support Specialist, you'll be responsible for:

• Proactively and effectively answering guest-related inquiries for our guests with disabilities to determine their needs, provide information, and handle situations connected with Disability Access 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 the level of support required for different disabilities (e.g., hearing, mobility, visual, mental)
• Evaluating situational guides to gain an understanding of guest challenges
• Offering a single point of contact to help guests with disabilities for pre, during, and post-visit discussions
• Working with Disability Access discussions for all services to determine which service best aligns with the specific challenges the guest encounters
• Capable of suggesting Disability Access services and resources available for guests to improve support
• Ability to make certain decisions while understanding when to escalate concerns to Facilitator/Working Lead/Salaried Manager
• Ready to maintain honesty in escalated interactions
• Ready to seek guidance in challenging discussions
• Providing general Retreat information and Schedule planning support based on guest needs
• Providing alternative options and solutions for guests who may not meet the requirements for the Disability Access Service and proficiently handling guest concerns on a case-by-case basis

Essential Capabilities

* Knowledge and interest in Disney property, items, and services, and delivering exceptional Guest Services

• Exhibiting technical skills and computer proficiency with the ability to learn and work with different systems and applications, including Microsoft Office Tools and Guest Services Suite
• Able to manage compromise through a balance between honesty and partner resourcing
• Show solid critical thinking skills
• Ability to handle confidential information
• Comfortable asking disclosure questions to secure necessary information from guests to determine which Disability Access service(s) are the best fit or which might require further clinical conference/assessment
• Open to being on camera in video chat

Preferred Capabilities

* Past experience working with guests with disabilities or accessibility needs

• Experience in related roles, such as Guest Services, Guest Relations, or Web Help Desk
• Increased knowledge of Amusement Parks and Guest Services (e.g., Disneyland App and My Disney Experience)
• Bilingual
• Educated on Services for Guests with Disabilities at the Walt Disney World Resort
• Knowledge of the following is a plus: Live Chat, Guest Services Suite, MDX, VINCENT, Zendesk, Avaya

Job Benefits

* Remote Work Flexibility: As a remote full-time employee, you'll enjoy the flexibility of working from your preferred location. This eliminates the need for a daily commute and allows you to create a comfortable workspace.

• Balance between fun and serious activities: Remote work often provides better balance between fun and serious activities as it allows you to plan your work around your own life and responsibilities.
• Competitive Compensation: Many organizations offer competitive pay rates for full-time positions, which can vary widely depending on the company and company size.
• 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 company to another.
• Professional Development: Some companies invest in their employees' professional development 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 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 company's arrangements, you may have the flexibility to set your own working hours reasonably.
• Employee Assistance Programs (EAPs): EAPs can provide confidential guidance and support services to employees and their families for personal and work-related issues.
• Employee Discounts: Some companies offer discounts on their products or services to their employees.
• Employee Benefits: Although you're working remotely, some companies still offer local benefits like public transportation or parking sponsorships.
• Wellness Programs: Wellness programs can include gym memberships, wellness classes, or health challenges to promote employee well-being.
• Remote Team Building: Companies may organize virtual team-building exercises or provide tools for remote employees to stay connected and engaged with their colleagues.

What We Offer

* A dynamic and growing company that values innovation, collaboration, and customer satisfaction

• A supportive and inclusive work environment that encourages professional growth and development
• Opportunities for career advancement and professional development
• A competitive compensation package, including remote work flexibility, medical benefits, and retirement plans
• A comprehensive benefits package, including paid time off, employee assistance programs, and employee discounts
• A commitment to diversity, equity, and inclusion, with a focus on creating a workplace that values and respects all employees

How to Apply

If you're passionate about delivering exceptional customer service, have a knack for problem-solving, and are comfortable working in a fast-paced environment, we want to hear from you! Please submit your application through our website, including your resume, cover letter, and any relevant certifications or experience. We can't wait to hear from you and explore how you can join our team at arenaflex! Apply for this job