Join the arenaflex team as a highly skilled Disability Access Service Video Chat Specialist in Tampa, Florida. As a key member of the arenaflex Disability Access Service team, you will play a vital role in ensuring that Guests with disabilities have an exceptional experience at arenaflex. This rewarding position offers a unique opportunity to make a positive impact on the lives of arenaflex Guests while working in a dynamic and supportive environment.
**About arenaflex**
arenaflex is a world-renowned entertainment and hospitality company that has been a leader in innovation and customer experience for over nine decades. With a rich history of creating magical experiences for Guests of all ages, arenaflex continues to push the boundaries of what is possible in the entertainment industry. Our commitment to accessibility and inclusivity is at the heart of everything we do, and we are dedicated to providing an exceptional experience for all Guests, regardless of their abilities.
**Responsibilities**
As a Disability Access Service Video Chat Specialist, you will be responsible for providing exceptional service to Guests with disabilities, ensuring that their accessibility needs are met and exceeded. 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 being able to balance 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
* Provide general Resort information and Itinerary planning support based on accessibility needs
* Provide 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 to possess the following qualifications and skills:
* 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 qualifications and skills 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., arenaflex App and My arenaflex 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 valued member of the arenaflex team, you will enjoy a range of benefits, including:
* Employee Discount
* Health Insurance
* 401K Plan
**Work Environment and Company Culture**
arenaflex is committed to creating a work environment that is inclusive, supportive, and empowering. Our team members are passionate about delivering exceptional Guest experiences and are dedicated to making a positive impact on the lives of our Guests. We offer a range of opportunities for professional growth and development, including training programs, mentorship, and career advancement opportunities.
**Compensation and Perks**
The starting pay rate for this position is $18.15/hour. arenaflex offers a range of perks and benefits, including employee discounts, health insurance, and a 401K plan.
**How to Apply**
If you are a motivated and customer-focused individual who is passionate about delivering exceptional Guest experiences, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application.
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