At arenaflex, we're committed to providing an exceptional experience for all our Guests, including those with disabilities. As a Disability Access Service Video Chat Specialist, you'll play a vital role in ensuring that our Guests with disabilities receive the support and accommodations they need to make their visit to arenaflex truly unforgettable.
**About arenaflex**
arenaflex is a world-renowned entertainment and media conglomerate that has been a leader in innovation and customer experience for over nine decades. Our mission is to create magical experiences that transport our Guests to new worlds, spark their imagination, and inspire their creativity. With a diverse range of brands, including arenaflex, we're dedicated to delivering unparalleled entertainment, education, and inspiration to people of all ages and backgrounds.
**Job Summary**
As a Disability Access Service Video Chat Specialist, you'll be part of the arenaflex team that's passionate about making a difference in the lives of our Guests with disabilities. You'll be responsible for providing exceptional support and guidance to our Guests through video chat, ensuring that they have a seamless and enjoyable experience at arenaflex. Your expertise and knowledge of our property, products, and services will enable you to provide personalized assistance and recommendations to our Guests, helping them to make the most of their visit.
**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)
* Ability to assess situational examples to gain understanding of Guest challenges
* Offer 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
* 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 handle Guests' concerns as needed
**Requirements**
* 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**
* 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**
* Employee Discount
* Health Insurance
* 401K Plan
**Why Join arenaflex?**
At arenaflex, we're committed to creating a workplace that's inclusive, diverse, and supportive of all our employees. We believe that our employees are our greatest asset, and we're dedicated to providing them with the resources, training, and opportunities they need to succeed. 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. You'll have the opportunity to work with a talented and dedicated team, learn new skills, and grow your career in a dynamic and fast-paced environment.
**How to Apply**
If you're passionate about delivering exceptional Guest Service and making a difference in the lives of our Guests with disabilities, we encourage you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace that's inclusive and respectful of all employees, and we're dedicated to providing equal opportunities for employment and career advancement to all qualified candidates.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to hear from you and look forward to connecting with you soon.