Experienced Disability Access Service Video Chat Specialist – Providing Exceptional Guest Experiences at arenaflex

At arenaflex, we are dedicated to creating a world where everyone can experience the magic of our theme parks and resorts. As a Disability Access Service Video Chat Specialist, you will play a vital role in ensuring that our Guests with disabilities have a seamless and enjoyable experience. If you are passionate about providing outstanding Guest Service and have a knack for problem-solving, we want to hear from you!

About arenaflex

arenaflex is a global leader in the entertainment industry, with a rich history of innovation and creativity. Our mission is to create unforgettable experiences for our Guests, and we are committed to making our parks and resorts accessible to everyone. As a Disability Access Service Video Chat Specialist, you will be part of a team that is dedicated to providing exceptional Guest Service and ensuring that our Guests with disabilities have a magical experience.

Job Summary

As a Disability Access Service Video Chat Specialist, you will be responsible for providing support to Guests with disabilities through video chat interactions. You will assist Guests in registering for the Disability Access Service, provide information and recommendations on accessibility services, and handle situations related to Accessibility Services. You will also support Guests with their digital experience through the website and in the My Disney Experience application.

Responsibilities

* Proactively answer Guest accessibility-related questions and make recommendations for our Guests with disabilities to improve support, provide information, and handle situations related to Accessibility Services.

• Communicate efficiently through video/phone calls and balance multiple chat interactions and computer applications while being engaged and comfortable in video calls.
• Assess the level of support needed for different disabilities (e.g., hearing, mobility, visual, cognitive) based on each Guest's needs.
• Maintain integrity during intensified interactions and difficult conversations when making confident decisions, understanding when to raise concerns to Coordinator/Working Lead/Salaried Leader.
• Meet required departmental metric expectations and efficiency goals when handling Guest accounts.
• Complete all required Company training and compliance courses.
• Be flexible with work schedule, including overtime, weekends, and holidays.

Key Qualifications

* Sales and Service Experience in a customer service or contact center environment with knowledge and interest of arenaflex property, products & services.

• 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 confidential information and provide conflict resolution through a balance of integrity and partner resourcing while demonstrating strong problem-solving decision-making skills.
• Written, verbal, and interpersonal communication skills.
• 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.

Preferred Qualifications

* Previous experience working with individuals with disabilities or accessibility needs.

• Experience in related roles such as Guest Services or Guest Relations with knowledge of our Services for Guests with Disabilities.
• Sales and closing skills when overcoming objections.
• Bilingual.
• Knowledge of Theme Parks, Guest, and Cast Tools is a plus: Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya.

What We Offer

* Competitive hourly rate of $18.90/hour.

• Paid training class with multiple performance assessments.
• Opportunity to work in a dynamic and fast-paced environment.
• Flexible work schedule, including overtime, weekends, and holidays.
• Comprehensive benefits package, including medical, dental, and vision insurance.
• 401(k) matching program.
• Paid time off and holidays.
• Opportunities for career growth and professional development.

Work Environment and Company Culture

* Our contact center is located at arenaflex Central in Orlando or Tampa, Florida.

• We operate 7 days a week, from 05:45 a.m. to 12:15 a.m.
• Our team is dedicated to providing exceptional Guest Service and ensuring that our Guests with disabilities have a magical experience.
• We value diversity, equity, and inclusion, and we are committed to creating a workplace that is welcoming and inclusive for all employees.

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

How to Apply

If you are passionate about providing exceptional Guest Service and have a knack for problem-solving, we want to hear from you! Apply now for the Disability Access Service Video Chat Specialist position at arenaflex. Apply Job! Apply for this job