**Experienced Disability Access Service Video Chat Team Specialist – Accessibility Support and Guest Experience**

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 Team Specialist, you'll play a vital role in ensuring that our Guests with disabilities receive the support and accommodations they need to have a magical time at our resort. If you're passionate about delivering outstanding Guest Service and have a knack for problem-solving, we want to hear from you!

• *About arenaflex**

arenaflex is a world-renowned entertainment and media conglomerate that has been a leader in innovation and creativity for over 90 years. Our mission is to create the most magical experiences for our Guests, and we're committed to making our resort accessible to everyone. As a Disability Access Service Video Chat Team Specialist, you'll be part of a dedicated team that's passionate about providing exceptional Guest Service and ensuring that our Guests with disabilities have a seamless and enjoyable experience.

• *Responsibilities**

As a Disability Access Service Video Chat Team 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

• *Basic Qualifications**

• 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

• *Preferred Qualifications**

• 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

• *Why Join arenaflex?**

• Competitive starting pay rate of $18.15/hour
• Opportunity to work with a world-renowned entertainment and media conglomerate
• Collaborative and dynamic work environment
• Comprehensive training and development programs to help you grow in your career
• Access to exclusive arenaflex benefits, including health insurance, 401(k) matching, and paid time off
• Opportunity to work with a diverse and inclusive team that values creativity, innovation, and excellence

• *Equal Employment Opportunity**

arenaflex is an equal opportunity employer and welcomes all job seekers, including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, please email [email protected] with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

• *How to Apply**

If you're passionate about delivering outstanding Guest Service and have a knack for problem-solving, we want to hear from you! Apply now by clicking on the link below:

We can't wait to hear from you and learn more about your qualifications!