Experienced Disability Access Service Video Chat Specialist – Delivering Exceptional Guest Experiences for Individuals with Disabilities at arenaflex

Introduction to arenaflex

Imagine being part of a team that makes magic happen for individuals with disabilities, providing them with an unforgettable experience at one of the world's most beloved destinations. At arenaflex, we are committed to creating an inclusive environment where everyone can enjoy our services and products. As a leader in the entertainment industry, we recognize the importance of accessibility and are dedicated to delivering exceptional guest experiences. Our Disability Access Service (DAS) team plays a vital role in ensuring that our guests with disabilities have a seamless and enjoyable experience, and we are now seeking an experienced DAS Video Chat Specialist to join our team.

Job Overview

As a DAS Video Chat Specialist at arenaflex, you will be responsible for assisting guests in registering for the Disability Access Service, providing them with information and support to ensure an outstanding experience. You will be the primary point of contact for guests with disabilities, handling pre, during, and post-visit conversations, and facilitating accessibility conversations to determine the best services to meet their needs. If you are passionate about delivering exceptional guest experiences and have a strong interest in working with individuals with disabilities, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Proactively and efficiently answer guest accessibility-related questions to resolve guest needs, provide information, and handle situations related to Accessibility Services
• Communicate efficiently through video/phone calls and balance multiple chat interactions while being actively engaged in video calls
• Use symptomatic challenges to assess the level of support needed for various disabilities (e.g., hearing, mobility, visual, cognitive)
• Assess situational examples to gain an understanding of guest challenges and offer tailored solutions
• Provide a single point of contact to assist guests with disabilities for pre, during, and post-visit conversations
• Facilitate accessibility conversations about all services to determine which service best aligns with specific challenges the guest experiences
• Proficiently recommend accessibility services and resources available for guests to improve support
• Make confident decisions while understanding when to raise concerns to the Coordinator/Working Lead/Salaried Leader
• Maintain integrity in intensified interactions and 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 handle guest concerns as needed

Essential Qualifications

To be successful in this role, you will need to possess the following essential qualifications:

• Knowledge and interest in arenaflex property, products, and 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 and 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

Preferred Qualifications

While not required, the following preferred qualifications will be considered an asset:

• 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 arenaflex
• Knowledge of the following is a plus: Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a DAS Video Chat Specialist, you will have access to ongoing training and development opportunities to enhance your skills and knowledge. You will also have the opportunity to work with a diverse team of professionals who are passionate about delivering exceptional guest experiences. Our comprehensive training program will provide you with the skills and knowledge necessary to succeed in this role, and our supportive work environment will encourage you to grow and develop in your career.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our inclusive and supportive work environment. Our company culture is built on the values of respect, empathy, and understanding, and we strive to create an environment where everyone feels valued and appreciated. As a DAS Video Chat Specialist, you will be part of a dynamic team that is dedicated to delivering exceptional guest experiences, and you will have the opportunity to make a real difference in the lives of our guests.

Compensation, Perks, and Benefits

The starting pay rate for this position is $18.15/hour. In addition to competitive pay, arenaflex offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also offer a range of perks, including discounts on arenaflex products and services, free parking, and access to exclusive employee events.

Conclusion

If you are passionate about delivering exceptional guest experiences and have a strong interest in working with individuals with disabilities, we encourage you to apply for this exciting opportunity. As a DAS Video Chat Specialist at arenaflex, you will have the opportunity to make a real difference in the lives of our guests and be part of a dynamic team that is dedicated to delivering exceptional guest experiences. Apply now to join our team and start your journey with arenaflex!