At arenaflex, we're on a mission to create unforgettable experiences for our visitors with disabilities. As a key member of our team, you'll play a vital role in helping us achieve this goal by providing exceptional customer support and ensuring that our visitors have a seamless and enjoyable experience. We're looking for a highly skilled and compassionate individual to join our team as a Full Stack Customer Support Specialist – Disability Access Service, Video Chat Specialist.
**About arenaflex**
arenaflex is a leading provider of innovative solutions for visitors with disabilities. Our team is dedicated to creating a welcoming and inclusive environment for all visitors, and we're committed to providing exceptional customer support to ensure that every visitor has a magical experience. As a Full Stack Customer Support Specialist, you'll be part of a dynamic team that's passionate about making a difference in the lives of our visitors.
**Key Responsibilities**
As a Full Stack Customer Support Specialist – Disability Access Service, Video Chat Specialist, you'll be responsible for:
* Proactively and effectively answering visitor-related inquiries for our visitors with disabilities to determine visitor needs, provide information, and handle situations connected with Disability Access Services
* Communicating proficiently through video/calls and being able to adapt to various chat interactions while being actively engaged in video calls
* Utilizing situational guides to assess the level of support required for different disabilities (e.g., hearing, mobility, visual, mental)
* Evaluating situational guides to gain understanding of visitor challenges
* Offering a single point of contact to help visitors with disabilities for pre, during, and post-visit discussions
* Working with Disability Access discussions for all services to determine which service best aligns with specific challenges the visitor encounters
* Capable of suggesting Disability Access services and resources available for visitors to improve support
* Capable of making certain choices while understanding when to escalate concerns to Facilitator/Working Lead/Salaried Leader
* Ready to maintain honesty in escalated interactions
* Ready to seek guidance in challenging discussions
* Providing general Retreat information and Schedule planning support based on visitor needs
* Providing alternative options and solutions for visitors who may not meet the eligibility criteria for the Disability Access Service and proficiently handling visitor concerns on a case-by-case basis
**Essential Capabilities**
To be successful in this role, you'll need to possess the following essential capabilities:
* Knowledge and interest of arenaflex property, items, and services, and conveying exceptional visitor administration
* Exhibit technical capabilities and computer proficiency with the ability to learn and work with different systems and applications, including Microsoft Office Tools and Visitor Administration Suite
* Able to manage compromise through a balance between honesty and partner resourcing
* Show strong critical thinking abilities
* Ability to handle confidential information
* Comfortable asking disclosure questions to secure necessary information from visitors to determine which Disability Access service(s) are the best fit or which might require further clinical conference/assessment
* Open to being on camera in video visits
**Preferred Capabilities**
While not required, the following preferred capabilities would be beneficial for this role:
* Past experience working with people with disabilities or accessibility needs
* Experience in related roles, such as Visitor Services, Visitor Relations, or Help Desk
* Increased knowledge of Amusement Parks and Visitor Instruments (e.g., Disneyland Application and My Disney Experience)
* Bilingual
* Educated of Services for Visitors with Disabilities at the arenaflex Hotel
* Knowledge of the following is an asset: Live Connect with, Visitor Administration Suite, MDX, VINCENT, Zendesk, Avaya
**Job Benefits**
As a Full Stack Customer Support Specialist – Disability Access Service, Video Chat Specialist at arenaflex, you'll enjoy a range of benefits, including:
* Remote Work Flexibility: As a remote worker, you'll have the flexibility to work from your preferred location, eliminating the need for a daily commute and allowing you to establish a comfortable workspace.
* Balance between fun and serious activities: Remote work often provides a better balance between fun and serious activities as it allows you to plan your work around your own life and responsibilities.
* Competitive Compensation: Many organizations offer competitive pay rates for senior-level positions, which can vary widely depending on the company and company size.
* Medical Benefits: You may be eligible for health insurance, dental coverage, and other medical benefits as part of your compensation package.
* Retirement Plans: Many organizations offer retirement savings plans, such as a 401(k), with employer matching or contributions.
* Paid Time Off (PTO): This typically includes vacation days, holidays, and sick leave, which can vary from one organization to another.
* Professional Development: Some organizations invest in their employees' professional development by offering opportunities for training, workshops, or tuition reimbursement.
* Investment opportunities or Equity: In specific ventures or startups, you may be offered investment opportunities or equity in the organization.
* Performance Rewards: Depending on your job and company performance, you may be eligible for performance-based rewards or incentives.
* Remote Work Equipment: Some employers provide the necessary equipment (e.g., computer, internet access, ergonomic chair) to ensure you have a functional workspace setup.
* Flexible Hours: Depending on the organization's arrangements, you may have the flexibility to set your own working hours reasonably.
* Employee Assistance Programs (EAPs): EAPs can provide confidential guidance and support services to employees and their families for personal and business-related issues.
* Employee Discounts: Some organizations offer discounts on their products or services to their employees.
* Employee Benefits: Although you're working remotely, some organizations still provide commuter benefits like public transportation or parking sponsorships.
* Wellness Programs: Wellness programs can include gym memberships, wellness classes, or health challenges to promote employee well-being.
* Remote Team Building: Organizations may organize virtual team-building exercises or provide tools for remote employees to stay connected and engaged with their colleagues.
**What We Offer**
As a Full Stack Customer Support Specialist – Disability Access Service, Video Chat Specialist at arenaflex, you'll have the opportunity to:
* Work with a dynamic and passionate team that's dedicated to making a difference in the lives of our visitors
* Develop your skills and expertise in customer support, disability access services, and video chat interactions
* Enjoy a range of benefits, including remote work flexibility, competitive compensation, and opportunities for professional development
* Be part of a company that's committed to creating a welcoming and inclusive environment for all visitors
**How to Apply**
If you're a motivated and compassionate individual who's passionate about making a difference in the lives of our visitors, we encourage you to apply for this exciting opportunity. Please visit our website to learn more about this role and to submit your application.
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