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.
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