Introduction to arenaflex and the Role
arenaflex is a world-renowned leader in the entertainment industry, known for its commitment to providing magical experiences for all its guests. As part of our ongoing effort to ensure that every individual has an unforgettable time at our parks and resorts, we are seeking a highly skilled and compassionate Disability Access Service Video Chat Specialist to join our team. This role is an exceptional opportunity for someone who is passionate about delivering outstanding guest service and supporting individuals with disabilities. As a Disability Access Service Video Chat Specialist, you will be responsible for assisting guests in registering for the Disability Access Service, providing support for their accessibility needs, and ensuring that they have an exceptional experience at our parks and resorts.
Key Responsibilities
In this role, you will be entrusted with a range of responsibilities, including:
- Proactively answering guest accessibility-related questions and making recommendations to improve support and provide information on Accessibility Services
- Communicating efficiently through video/phone calls and balancing multiple chat interactions and computer applications while being engaged and comfortable in video calls
- Assessing the level of support needed for different disabilities (e.g., hearing, mobility, visual, cognitive) based on each guest's needs
- Maintaining integrity during intensified interactions and difficult conversations when making confident decisions and understanding when to raise concerns to Coordinator/Working Lead/Salaried Leader
- Meeting required departmental metric expectations and efficiency goals when handling guest accounts
- Completing all required company training and compliance courses
- Being flexible with work schedule, including overtime, weekends, and holidays
Essential Qualifications
To be successful in this role, you will need to possess the following essential qualifications:
- Sales and Service Experience in a customer service or contact center environment with knowledge and interest in arenaflex property, products, and services
- Demonstrated 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 confidential information and provide conflict resolution through a balance of integrity and partner resourcing while demonstrating strong problem-solving decision-making skills
- Written, verbal, and interpersonal communication skills
- 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
Preferred Qualifications
While not essential, the following preferred qualifications will be highly regarded:
- Previous experience working with individuals with disabilities or accessibility needs
- Experience in related roles such as Guest Services or Guest Relations with knowledge of our Services for Guests with Disabilities
- Sales and closing skills when overcoming objections
- Bilingual
- Knowledge of Theme Parks, Guest, and Cast Tools is a plus: Disneyland App, My Disney Experience, Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya
Skills and Competencies
To excel in this role, you will need to possess a range of skills and competencies, including:
- Excellent communication and interpersonal skills
- Strong problem-solving and decision-making skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Comfortable with technology and able to learn new systems and applications quickly
- Strong attention to detail and ability to maintain accuracy in a high-volume environment
- Ability to work flexibly, including overtime, weekends, and holidays
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Disability Access Service Video Chat Specialist, you will have access to a range of training and development programs, including:
- Comprehensive training program to ensure you have the skills and knowledge needed to excel in your role
- Ongoing coaching and feedback to support your growth and development
- Opportunities for advancement and career progression within the company
- Access to a range of employee benefits, including discounts on arenaflex products and services, and exclusive employee events
Work Environment and Company Culture
At arenaflex, we pride ourselves on our inclusive and supportive work environment. As a Disability Access Service Video Chat Specialist, you will be part of a dynamic and diverse team that is passionate about delivering exceptional guest service. Our company culture is built on a range of values, including:
- A commitment to excellence and quality in everything we do
- A focus on innovation and creativity
- A passion for delivering exceptional guest service
- A commitment to diversity, equity, and inclusion
- A supportive and inclusive work environment
Compensation, Perks, and Benefits
As a Disability Access Service Video Chat Specialist at arenaflex, you will be eligible for a range of compensation, perks, and benefits, including:
- Competitive hourly rate of $18.90/hour
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) retirement savings plan with company match
- Exclusive employee discounts on arenaflex products and services
- Opportunities for advancement and career progression within the company
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional guest service and supporting individuals with disabilities, we encourage you to apply for the Disability Access Service Video Chat Specialist role at arenaflex. This is an exceptional opportunity to join a dynamic and diverse team and be part of a company that is committed to making a positive impact on the lives of our guests. Apply now to take the first step in an exciting and rewarding career with arenaflex.
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