Job Title:
Experienced Disability Access Service Video Chat Specialist – Tampa, FL – Full Time
Job Description:
About arenaflex
Welcome to arenaflex, a world-renowned entertainment and hospitality company that has been enchanting guests for generations. Our mission is to create unforgettable experiences that bring joy, wonder, and magic to people's lives. As a Disability Access Service Video Chat Specialist, you will be part of a dedicated team that helps make our guests' experiences even more special.About the Role
We are seeking an experienced and compassionate Disability Access Service Video Chat Specialist to join our team in Tampa, FL. As a member of our DAS Video Chat team, you will play a vital role in assisting guests with disabilities to register for our Disability Access Service and ensuring that their accessibility needs are met. You will be the single point of contact for guests with disabilities, providing pre, during, and post-visit conversations to ensure an outstanding experience.Responsibilities
As a Disability Access Service Video Chat Specialist, your key responsibilities will include:- 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 guest concerns as needed.
Requirements
To be successful in this role, you will need to possess the following qualifications and skills:- Knowledge and interest in 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 essential, the following skills and experiences would be beneficial in this role:- 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 arenaflex Resort.
- Knowledge of the following is a plus: Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya.
Benefits
As a valued member of our team, you will enjoy the following benefits:- Employee Discount.
- Health Insurance.
- 401K Plan.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop their skills. As a Disability Access Service Video Chat Specialist, you will have access to:- Regular training and development opportunities to enhance your skills and knowledge.
- A supportive and inclusive work environment that encourages collaboration and teamwork.
- The opportunity to work with a diverse range of guests and colleagues, broadening your perspectives and experiences.
- A competitive salary and benefits package that reflects your value to our organization.
Work Environment and Company Culture
arenaflex is a dynamic and fast-paced work environment that is dedicated to delivering exceptional guest experiences. As a Disability Access Service Video Chat Specialist, you will be part of a team that is passionate about making a difference in the lives of our guests. Our company culture is built on the values of:- Guest Service: We are committed to delivering exceptional guest experiences that exceed their expectations.
- Integrity: We operate with integrity, honesty, and transparency in all our interactions.
- Teamwork: We work collaboratively as a team to achieve our goals and deliver outstanding results.
- Innovation: We are constantly seeking new and innovative ways to improve our services and experiences.