Disability Access Service, Video Chat Spe, DC (Tampa, FL) - Full Time

Full-time

Tampa, FL

5,001-10,000 employees

Motion Picture and Sound Recording Industries

About the position

Join the Disney Central Team as a DAS Video Chat Team Specialist! DAS Video Chat Cast Members are entrusted with the rewarding responsibility of assisting Guests in registering for the Disability Access Service. They service their accessibility needs using our many services available for Guests with disabilities while using shown knowledge of our property, products, and services. Cast Members assist Guests in their DAS Advance Planning bookings, ensuring an outstanding experience. The starting pay rate for this position is $18.15/hour.

Responsibilities

• Proactively and efficiently answer Guest accessibility-related questions for our Guests with disabilities to resolve Guest needs, provide information, and handle situations related to Accessibility Services
• Communicate efficiently thru video/phone calls and able to balance multiple chat interactions while being actively engaged in video calls
• Using symptomatic challenges to settle level of support needed of various disabilities (e.g. hearing, mobility, visual, cognitive)
• Ability to assess situational examples to gain understanding of Guest challenges
• Offer a single point of contact to assist Guests with disabilities for pre, during and post visit conversations
• Facilitate accessibility conversations about all services to settle 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
• Provide general Resort information and Itinerary planning support based on accessibility needs
• Provide alternative options and solutions to Guests who may not qualify for the Disability Access Service and efficiently handling Guests concerns as needed

Requirements

• Knowledge and interest of Disney 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

• 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., Disneyland App and My Disney Experience)
• Bilingual
• Knowledgeable of Services for Guests with Disabilities at the Walt Disney World Resort
• Knowledge of the following is a plus: Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya

Benefits

• Employee Discount
• Health Insurance
• 401K Plan