Senior Disability Access Service Video Chat Specialist at arenaflex – Guest Accessibility Support – Tampa, FL (Full‑Time)
Why arenaflex?
At arenaflex, we are a global leader in entertainment experiences, dedicated to creating magical moments for every guest, regardless of ability. Our commitment to accessibility goes beyond compliance—it’s a core part of our brand promise to ensure that every visitor feels welcome, understood, and empowered. As we continue to expand our services across multiple resorts and digital platforms, we need passionate, empathetic professionals who can champion inclusive experiences and help shape the future of guest accessibility.
Located in the vibrant city of Tampa, Florida, our Central Team collaborates closely with resort operations, technology partners, and guest‑service leaders to deliver seamless support for guests with disabilities. By joining our team, you will become an integral voice in a culture that values diversity, innovation, and the relentless pursuit of excellence.
Position Overview
The Disability Access Service (DAS) Video Chat Specialist serves as the primary point of contact for guests seeking assistance with the Disability Access Service. You will guide guests through the registration process, answer accessibility‑related inquiries, and provide personalized support before, during, and after their visits. This role blends guest‑service expertise with technical proficiency, requiring you to manage multiple video and chat interactions while demonstrating deep empathy and problem‑solving acumen.
Key Responsibilities
Guest Interaction: Proactively respond to guest inquiries via video, phone, and chat, delivering clear, accurate information about accessibility services.
Service Registration: Assist guests in completing DAS Advance Planning bookings, ensuring each registration is thorough, compliant, and aligned with the guest’s unique needs.
Needs Assessment: Evaluate a wide range of disabilities—including hearing, mobility, visual, and cognitive challenges—to determine the appropriate level of support.
Single Point of Contact: Serve as the dedicated liaison for guests throughout their journey, providing continuity from pre‑visit planning through post‑visit follow‑up.
Solution Design: Recommend the most suitable accessibility services and resources, tailoring solutions to individual guest scenarios.
Decision Making: Exercise sound judgment in routine cases while recognizing when to Escalate concerns to a Coordinator, Working Lead, or Salaried Leader.
Conflict Resolution: Maintain poise and integrity during high‑stress interactions, seeking consult when necessary to protect guest satisfaction.
Resort Knowledge: Provide comprehensive resort information and itinerary assistance, factoring in accessibility considerations for transportation, attractions, and dining.
Alternative Pathways: Offer viable alternatives for guests who may not qualify for DAS, ensuring they still receive a memorable, inclusive experience.
Technical Proficiency: Navigate multiple internal systems—including guest‑service platforms, scheduling tools, and communication suites—with accuracy and speed.
Essential Qualifications
Demonstrated passion for and knowledge of arenaflex properties, products, and services, coupled with a strong commitment to delivering exceptional guest service.
Proficient computer skills with the ability to quickly learn and operate various software applications, such as Microsoft Office, Guest Service Suite, and other proprietary tools.
Outstanding verbal and written communication skills, with the confidence to appear on camera and conduct video chats professionally.
Exceptional problem‑solving and decision‑making abilities, especially when handling nuanced accessibility scenarios.
Experience managing confidential information with discretion and adherence to privacy standards.
Ability to ask insightful discovery questions, interpret guest responses, and recommend appropriate accessibility services or medical referrals.
Strong conflict‑resolution skills, balancing empathy with firm adherence to policy.
Preferred (Nice‑to‑Have) Qualifications
Prior experience working directly with individuals who have disabilities or specialized knowledge of accessibility needs.
Background in guest services, guest relations, or help‑desk environments, particularly within hospitality or entertainment sectors.
Familiarity with theme‑park specific tools such as the arenaflex App, My arenaflex Experience, or similar guest‑engagement platforms.
Fluency in a second language to support a diverse guest population.
Hands‑on experience with live‑engagement platforms (e.g., Live Engage, Zendesk, Avaya) and internal ticketing or CRM systems.
Knowledge of the full suite of services for guests with disabilities offered at arenaflex resorts.
Core Skills & Competencies
Empathy & Emotional Intelligence: Ability to connect with guests on a personal level, understand their unique challenges, and respond with genuine care.
Multitasking: Skilled at balancing simultaneous video calls, chat threads, and backend system updates without sacrificing accuracy.
Technical Agility: Quick learner of new software, comfortable troubleshooting technical issues during live interactions.
Attention to Detail: Precise documentation of guest interactions, registration data, and follow‑up actions.
Collaboration: Works effectively with cross‑functional teams, including operations, engineering, and leadership, to resolve complex guest issues.
Adaptability: Thrives in a dynamic environment where policies, tools, and guest expectations evolve rapidly.
Career Growth & Learning Opportunities
At arenaflex, we view every role as a stepping stone to greater responsibility. As a DAS Video Chat Specialist, you will have access to:
Specialized training programs on accessibility standards, inclusive design, and disability law.
Mentorship from senior leaders in Guest Experience and Operations.
Opportunities to transition into roles such as Accessibility Program Manager, Guest Services Trainer, or Digital Experience Analyst.
Cross‑departmental projects that allow you to influence product development and service design for inclusive experiences.
Funding for certifications related to disability services, hospitality management, or customer experience excellence.
Work Environment & Culture
Our Tampa location offers a modern, collaborative workspace equipped with state‑of‑the‑art technology, comfortable video‑chat stations, and quiet zones for focused work. arenaflex fosters a culture of inclusion where every employee is encouraged to share ideas, celebrate differences, and contribute to a shared mission of unforgettable, accessible experiences.
Team members enjoy flexible scheduling options, a supportive onboarding process, and regular team‑building activities that reinforce our core values of respect, imagination, and continuous improvement.
Compensation, Perks & Benefits
Competitive Base Pay: Starting at $18.15 per hour, with regular performance‑based raises.
Health & Wellness: Comprehensive medical, dental, and vision plans, plus mental‑health resources.
Retirement Savings: 401(k) plan with company match.
Employee Discounts: Exclusive access to arenaflex tickets, merchandise, and resort stays.
Paid Time Off: Generous vacation, sick leave, and holidays to support work‑life balance.
Professional Development: Tuition reimbursement, internal training portals, and conference attendance allowances.
Recognition Programs: Awards for outstanding guest service, innovation, and teamwork.
How to Apply
If you are passionate about making magical experiences accessible to all and possess the technical savvy to support guests through video and chat platforms, we want to hear from you. Click the link below to submit your application and embark on a rewarding career with arenaflex:
Apply Now
Join Us in Shaping an Inclusive Future
Every day, arenaflex guests rely on our commitment to accessibility to create memories that last a lifetime. By becoming a DAS Video Chat Specialist, you will be a champion for those guests, ensuring that no barrier stands between them and the wonder of our experiences. We invite you to bring your compassion, expertise, and enthusiasm to our team—together, we’ll set new standards for inclusive hospitality.
Apply Now
At arenaflex, we are a global leader in entertainment experiences, dedicated to creating magical moments for every guest, regardless of ability. Our commitment to accessibility goes beyond compliance—it’s a core part of our brand promise to ensure that every visitor feels welcome, understood, and empowered. As we continue to expand our services across multiple resorts and digital platforms, we need passionate, empathetic professionals who can champion inclusive experiences and help shape the future of guest accessibility.
Located in the vibrant city of Tampa, Florida, our Central Team collaborates closely with resort operations, technology partners, and guest‑service leaders to deliver seamless support for guests with disabilities. By joining our team, you will become an integral voice in a culture that values diversity, innovation, and the relentless pursuit of excellence.
Position Overview
The Disability Access Service (DAS) Video Chat Specialist serves as the primary point of contact for guests seeking assistance with the Disability Access Service. You will guide guests through the registration process, answer accessibility‑related inquiries, and provide personalized support before, during, and after their visits. This role blends guest‑service expertise with technical proficiency, requiring you to manage multiple video and chat interactions while demonstrating deep empathy and problem‑solving acumen.
Key Responsibilities
Guest Interaction: Proactively respond to guest inquiries via video, phone, and chat, delivering clear, accurate information about accessibility services.
Service Registration: Assist guests in completing DAS Advance Planning bookings, ensuring each registration is thorough, compliant, and aligned with the guest’s unique needs.
Needs Assessment: Evaluate a wide range of disabilities—including hearing, mobility, visual, and cognitive challenges—to determine the appropriate level of support.
Single Point of Contact: Serve as the dedicated liaison for guests throughout their journey, providing continuity from pre‑visit planning through post‑visit follow‑up.
Solution Design: Recommend the most suitable accessibility services and resources, tailoring solutions to individual guest scenarios.
Decision Making: Exercise sound judgment in routine cases while recognizing when to Escalate concerns to a Coordinator, Working Lead, or Salaried Leader.
Conflict Resolution: Maintain poise and integrity during high‑stress interactions, seeking consult when necessary to protect guest satisfaction.
Resort Knowledge: Provide comprehensive resort information and itinerary assistance, factoring in accessibility considerations for transportation, attractions, and dining.
Alternative Pathways: Offer viable alternatives for guests who may not qualify for DAS, ensuring they still receive a memorable, inclusive experience.
Technical Proficiency: Navigate multiple internal systems—including guest‑service platforms, scheduling tools, and communication suites—with accuracy and speed.
Essential Qualifications
Demonstrated passion for and knowledge of arenaflex properties, products, and services, coupled with a strong commitment to delivering exceptional guest service.
Proficient computer skills with the ability to quickly learn and operate various software applications, such as Microsoft Office, Guest Service Suite, and other proprietary tools.
Outstanding verbal and written communication skills, with the confidence to appear on camera and conduct video chats professionally.
Exceptional problem‑solving and decision‑making abilities, especially when handling nuanced accessibility scenarios.
Experience managing confidential information with discretion and adherence to privacy standards.
Ability to ask insightful discovery questions, interpret guest responses, and recommend appropriate accessibility services or medical referrals.
Strong conflict‑resolution skills, balancing empathy with firm adherence to policy.
Preferred (Nice‑to‑Have) Qualifications
Prior experience working directly with individuals who have disabilities or specialized knowledge of accessibility needs.
Background in guest services, guest relations, or help‑desk environments, particularly within hospitality or entertainment sectors.
Familiarity with theme‑park specific tools such as the arenaflex App, My arenaflex Experience, or similar guest‑engagement platforms.
Fluency in a second language to support a diverse guest population.
Hands‑on experience with live‑engagement platforms (e.g., Live Engage, Zendesk, Avaya) and internal ticketing or CRM systems.
Knowledge of the full suite of services for guests with disabilities offered at arenaflex resorts.
Core Skills & Competencies
Empathy & Emotional Intelligence: Ability to connect with guests on a personal level, understand their unique challenges, and respond with genuine care.
Multitasking: Skilled at balancing simultaneous video calls, chat threads, and backend system updates without sacrificing accuracy.
Technical Agility: Quick learner of new software, comfortable troubleshooting technical issues during live interactions.
Attention to Detail: Precise documentation of guest interactions, registration data, and follow‑up actions.
Collaboration: Works effectively with cross‑functional teams, including operations, engineering, and leadership, to resolve complex guest issues.
Adaptability: Thrives in a dynamic environment where policies, tools, and guest expectations evolve rapidly.
Career Growth & Learning Opportunities
At arenaflex, we view every role as a stepping stone to greater responsibility. As a DAS Video Chat Specialist, you will have access to:
Specialized training programs on accessibility standards, inclusive design, and disability law.
Mentorship from senior leaders in Guest Experience and Operations.
Opportunities to transition into roles such as Accessibility Program Manager, Guest Services Trainer, or Digital Experience Analyst.
Cross‑departmental projects that allow you to influence product development and service design for inclusive experiences.
Funding for certifications related to disability services, hospitality management, or customer experience excellence.
Work Environment & Culture
Our Tampa location offers a modern, collaborative workspace equipped with state‑of‑the‑art technology, comfortable video‑chat stations, and quiet zones for focused work. arenaflex fosters a culture of inclusion where every employee is encouraged to share ideas, celebrate differences, and contribute to a shared mission of unforgettable, accessible experiences.
Team members enjoy flexible scheduling options, a supportive onboarding process, and regular team‑building activities that reinforce our core values of respect, imagination, and continuous improvement.
Compensation, Perks & Benefits
Competitive Base Pay: Starting at $18.15 per hour, with regular performance‑based raises.
Health & Wellness: Comprehensive medical, dental, and vision plans, plus mental‑health resources.
Retirement Savings: 401(k) plan with company match.
Employee Discounts: Exclusive access to arenaflex tickets, merchandise, and resort stays.
Paid Time Off: Generous vacation, sick leave, and holidays to support work‑life balance.
Professional Development: Tuition reimbursement, internal training portals, and conference attendance allowances.
Recognition Programs: Awards for outstanding guest service, innovation, and teamwork.
How to Apply
If you are passionate about making magical experiences accessible to all and possess the technical savvy to support guests through video and chat platforms, we want to hear from you. Click the link below to submit your application and embark on a rewarding career with arenaflex:
Apply Now
Join Us in Shaping an Inclusive Future
Every day, arenaflex guests rely on our commitment to accessibility to create memories that last a lifetime. By becoming a DAS Video Chat Specialist, you will be a champion for those guests, ensuring that no barrier stands between them and the wonder of our experiences. We invite you to bring your compassion, expertise, and enthusiasm to our team—together, we’ll set new standards for inclusive hospitality.
Apply Now