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

About arenaflex – Leading the Way in Inclusive Guest Experiences

At arenaflex, we believe that unforgettable moments should be accessible to everyone, regardless of ability. As a global leader in entertainment and resort experiences, we invest heavily in innovative programs that break down barriers and empower guests to enjoy our destinations fully. Our Disability Access Service (DAS) is a cornerstone of that mission, providing tailored support that transforms a visit into a seamless, joyful adventure. Joining our team means becoming part of a purpose‑driven culture where empathy, technology, and hospitality intersect to create magic for every guest.

Position Overview

The Disability Access Service Video Chat Specialist is a critical front‑line role within arenaflex’s Central Guest Experience Hub, based in Tampa, FL. In this full‑time position you will serve as the single point of contact for guests with disabilities, guiding them through the registration process, answering accessibility‑related inquiries, and providing personalized assistance before, during, and after their stay. Your work will directly influence the quality of each guest’s experience, ensuring that our DAS program remains the industry benchmark for accessibility excellence.

Key Responsibilities

• Guest Interaction Management: Promptly respond to guest inquiries via video chat, phone, and multi‑chat platforms while maintaining a warm, professional demeanor.
• Accessibility Assessment: Evaluate each guest’s unique challenges—hearing, mobility, visual, cognitive, or other needs—to determine the most appropriate DAS solutions.
• Pre‑Visit Planning: Assist guests in making advance DAS bookings, providing itinerary advice that aligns with their accessibility requirements.
• Real‑Time Support: Offer on‑the‑spot guidance during visits, including navigation tips, ride modifications, and service recommendations.
• Service Recommendation: Proactively suggest additional arenaflex accessibility resources (e.g., assistive devices, specialized transportation, quiet areas) to enhance guest comfort.
• Escalation Protocols: Recognize situations that require senior leadership input and effectively route them to Coordinators or Working Leads.
• Conflict Resolution: Address guest concerns with integrity, de‑escalate challenging conversations, and seek consultation when needed.
• Information Delivery: Provide comprehensive resort details, including dining, entertainment, and transportation options, tailored to accessibility needs.
• Alternative Solutions: When a guest does not qualify for DAS, present viable alternatives and ensure a respectful, solutions‑focused dialogue.
• Data Integrity & Confidentiality: Accurately record guest interactions in the Guest Service Suite while safeguarding sensitive information.

Essential Qualifications

• Strong knowledge of arenaflex’s properties, products, and the broader hospitality industry.
• Demonstrated technical proficiency with Microsoft Office, web‑based CRM systems, and video‑chat platforms.
• Excellent verbal and written communication skills, with the confidence to appear on camera.
• Proven problem‑solving and decision‑making abilities, especially in high‑pressure scenarios.
• Experience handling confidential guest data with the utmost discretion.
• Empathy and patience when asking discovery questions to uncover guest needs.
• Ability to balance multiple simultaneous chat sessions while staying fully engaged in video calls.

Preferred Experience & Skills

• Previous work with individuals who have disabilities or specialized accessibility needs.
• Background in guest services, guest relations, or help‑desk environments.
• Familiarity with arenaflex’s mobile app and reservation tools.
• Bilingual fluency (any additional language is a plus).
• Hands‑on experience with platforms such as Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, or Avaya.

Core Competencies for Success

• Empathetic Listening: Understanding not just what guests say, but the emotions behind their words.
• Adaptability: Quickly adjusting to varying guest scenarios and technology updates.
• Attention to Detail: Accurate documentation of accessibility requirements and service selections.
• Team Collaboration: Working closely with coordinators, supervisors, and cross‑functional teams to deliver a cohesive guest journey.
• Continuous Learning: Staying current on best practices in disability services, assistive technology, and hospitality trends.

Career Growth & Development Opportunities

At arenaflex, your professional trajectory is shaped by your ambition. As a DAS Video Chat Specialist you will have access to:

• Structured mentorship programs with senior disability‑access experts.
• Internal mobility pathways to roles such as Accessibility Program Analyst, Guest Experience Manager, or Training & Development Specialist.
• Sponsored certifications in accessibility standards (e.g., ADA, WCAG) and hospitality management.
• Regular workshops on emerging assistive technologies and inclusive design.
• Opportunities to contribute to company‑wide policy enhancements and innovation initiatives.

Work Environment & Culture at arenaflex

Our Tampa hub offers a collaborative, tech‑enabled workspace where diverse perspectives are celebrated. The culture is built on:

• Inclusion First: A workplace that mirrors the accessibility values we champion for guests.
• Innovation Mindset: Encouraging team members to experiment with new tools for better guest interactions.
• Community Engagement: Regular volunteer events supporting local disability advocacy groups.
• Work‑Life Balance: Flexible scheduling options and generous paid time off.

Compensation, Perks & Benefits

While exact salaries are competitive and based on experience, the role starts at $18.15 per hour. Additional benefits include:

• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement savings with company match.
• Employee discount on arenaflex tickets, merchandise, and resort stays.
• Paid parental leave and family‑friendly policies.
• Well‑being resources such as mental‑health counseling and wellness programs.
• Tuition reimbursement for relevant courses and certifications.

Why Join arenaflex?

Choosing arenaflex means aligning your career with a purpose‑driven brand that values every individual’s right to magical experiences. As a DAS Video Chat Specialist, you will be the voice of inclusion, directly impacting thousands of guests each year. You’ll develop expertise in accessibility technology, sharpen your customer‑service acumen, and become part of a community that celebrates diversity every day.

Ready to Make a Difference?

If you are passionate about accessibility, thrive in a fast‑paced digital environment, and want to be part of a team that truly cares about guests with disabilities, we encourage you to apply today. Join arenaflex and help us set the standard for inclusive hospitality worldwide.

Apply Now – Start Your Journey with arenaflex!