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

Job ID 1217838BR Location Tampa, Florida, United States Business Walt Disney World Resort Date posted Aug. 09, 2024

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"I didn't think it was possible that something I did for fun - telling sports stories through stats - could become my job until I came here."

Ana, Sr. Researcher, ESPN

Job Summary:

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

Basic Qualifications:

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

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., 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

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

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About Walt Disney World Resort:

Since opening in 1971, Walt Disney World Resort has played an important role in many childhood and family memories. Today, hundreds of millions of guests from around the globe visit this magical place to enjoy a Disney vacation. Through a combination of creativity, innovation and technology, the resort immerses guests in classic Disney tales and new kinds of family entertainment. Drawing from a rich heritage of storytelling, Walt Disney World Resort cast members bring Disney magic to life through unmatched attention to detail and superior guest service.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Disney Destinations, LLC, which is part of a business we call Walt Disney World Resort.

Disney Destinations, LLC is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. 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.

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