Disability Access Service, Video Chat Spe, DC (Tampa, FL) - Full ...
Disney - Tampa, Florida, United States, 33637Work at Disney
Overview
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Overview
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
Additional Information
The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome 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, email Candidate.Accommodations@Disney.com 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.The Walt Disney Company is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.
KEYWORD: WDWCasting, WDW Casting, Reservations, CallCenter
Basic Qualifications
Knowledge and interest of Disney property, products & services, and delivering outstanding Guest ServiceDemonstrate technical abilities and computer proficiency with the ability to learn and work with various systems and applications, including Microsoft Office Tools and Guest Service SuiteAble to handle conflict resolution through a balance of integrity and partner resourcingDemonstrate strong problem solving-decision-making skillsAbility to handle confidential informationComfortable 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/evaluationComfortable being on camera in video chat
Preferred Qualifications
Previous experience working with individuals with disabilities or accessibility needsExperience in related roles such as Guest Services, Guest Relations or Internet Help DeskHeightened knowledge of Theme Parks and Guest Tools (e.g., Disneyland App and My Disney Experience)BilingualKnowledgeable of Services for Guests with Disabilities at the Walt Disney World ResortKnowledge of the following is a plus: Live Engage, Guest Service Suite, MDX, VINCENT, Zendesk, Avaya
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 ServicesCommunicate efficiently thru video/phone calls and able to balance multiple chat interactions while being actively engaged in video callsUsing 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 challengesOffer a single point of contact to assist Guests with disabilities for pre, during and post visit conversationsFacilitate accessibility conversations about all services to settle which service best aligns with specific challenges the Guest experiencesProficient in recommending accessibility services and resources available for Guests to improve supportAbility to make confident decisions while understanding when to raise concern to Coordinator/ Working Lead/Salaried LeaderAble to maintain integrity in intensified interactionsAble to seek consult in difficult conversationsProvide general Resort information and Itinerary planning support based on accessibility needsProvide alternative options and solutions to Guests who may not qualify for the Disability Access Service and efficiently handling Guests concerns as needed