Experienced Disability Access Service Video Chat Specialist – Guest Experience and Accessibility Support

At arenaflex, we're dedicated to creating unforgettable experiences for our Guests with disabilities. As a Disability Access Service Video Chat Specialist, you'll play a vital role in ensuring that our Guests with disabilities have a seamless and enjoyable experience at our resort. If you're passionate about delivering exceptional Guest Service, have a strong understanding of accessibility needs, and are comfortable working in a fast-paced environment, we want to hear from you!

About arenaflex

arenaflex is a world-renowned entertainment and hospitality company that has been enchanting Guests for generations. Our commitment to innovation, quality, and Guest satisfaction has earned us a reputation as a leader in the industry. As a Disability Access Service Video Chat Specialist, you'll be part of a team that's dedicated to making a positive impact on the lives of our Guests with disabilities.

Responsibilities

As a Disability Access Service Video Chat Specialist, you'll 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'll 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., arenaflex App and My arenaflex 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 Disability Access Service Video Chat Specialist at arenaflex, you'll enjoy:

• Employee Discount
• Health Insurance
• 401K Plan

What We Offer

At arenaflex, we're committed to providing a supportive and inclusive work environment that allows our team members to grow and develop their skills. As a Disability Access Service Video Chat Specialist, you'll have the opportunity to:

• Work with a talented team of professionals who share your passion for delivering exceptional Guest Service
• Develop your skills and knowledge in accessibility and Guest Service
• Contribute to the success of our Disability Access Service program
• Enjoy a comprehensive benefits package, including health insurance and a 401K plan
• Take advantage of employee discounts and perks

How to Apply

If you're passionate about delivering exceptional Guest Service and have a strong understanding of accessibility needs, we want to hear from you! Apply now to become a Disability Access Service Video Chat Specialist at arenaflex and join our team of dedicated professionals who are committed to making a positive impact on the lives of our Guests with disabilities. Apply Now! Apply for this job