Experienced Disability Access Service Video Chat Specialist – Full Time
Join the arenaflex team as a highly skilled Disability Access Service Video Chat Specialist in our Tampa, FL location. As a key member of our team, you will play a vital role in assisting guests with disabilities by providing exceptional service and support through our video chat platform. If you're passionate about delivering outstanding guest experiences and have a strong interest in accessibility services, we encourage you to apply for this rewarding opportunity.
About arenaflex
arenaflex is a world-renowned entertainment and hospitality company that has been a leader in innovation and guest experience for over 90 years. Our commitment to accessibility and inclusivity is at the heart of everything we do, and we're dedicated to providing exceptional experiences for all our guests. As a Disability Access Service Video Chat Specialist, you'll be part of a team that's passionate about making a difference in 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 effectively 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
- 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 guest 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 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 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'll enjoy:
- Employee Discount
- Health Insurance
- 401K Plan
Why join arenaflex?
At arenaflex, we're passionate about creating unforgettable experiences for our guests. As a Disability Access Service Video Chat Specialist, you'll have the opportunity to make a real difference in the lives of our guests with disabilities. We offer a dynamic and supportive work environment, competitive compensation and benefits, and opportunities for career growth and development. If you're passionate about delivering exceptional guest service and have a strong interest in accessibility services, we encourage you to apply for this rewarding opportunity.
How to apply
If you're ready to join our team and make a difference in the lives of our guests, please submit your application through our website. We can't wait to hear from you! Apply for this job