Join the vibrant team at arenaflex as a Disability Access Service Video Chat Specialist in Tampa, Florida! As a key member of the arenaflex Central Team, you will play a vital role in assisting Guests with disabilities by providing exceptional support and services through video chat. If you're passionate about delivering outstanding Guest Service, have a keen interest in accessibility, and are comfortable working in a fast-paced environment, this is an exciting opportunity to join our team!
**About arenaflex**
arenaflex is a world-renowned entertainment and hospitality company that has been enchanting Guests for generations. Our mission is to create unforgettable experiences that bring joy and wonder to people of all ages. As a Disability Access Service Video Chat Specialist, you will be part of a dedicated team that is committed to providing exceptional support and services to Guests with disabilities. Our team is passionate about creating an inclusive and accessible environment that allows everyone to experience the magic of arenaflex.
**Responsibilities**
As a Disability Access Service Video Chat Specialist, you will be responsible for:
* 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 Guests' concerns as needed
**Requirements**
To be successful in this role, you will need:
* 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 required, the following skills and experiences would be beneficial:
* 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 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:
* Employee Discount
* Health Insurance
* 401K Plan
**What We Offer**
At arenaflex, we are committed to creating a work environment that is inclusive, supportive, and empowering. As a Disability Access Service Video Chat Specialist, you will have the opportunity to:
* Work with a talented and dedicated team that is passionate about delivering exceptional Guest Service
* Develop your skills and knowledge in accessibility and Guest Service
* Contribute to the creation of an inclusive and accessible environment that allows everyone to experience the magic of arenaflex
* Enjoy a comprehensive benefits package that includes employee discount, health insurance, and 401K plan
* Participate in ongoing training and development opportunities to enhance your skills and career growth
**How to Apply**
If you are passionate about delivering exceptional Guest Service and are committed to creating an inclusive and accessible environment, we encourage you to apply for this exciting opportunity. Please visit our website at [www.arenavflex.com](http://www.arenavflex.com) to learn more about this role and to submit your application.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer. We are committed to diversity and inclusion in the workplace and welcome applications from qualified candidates of all backgrounds.