eCommerce Accessibility Specialist – Video Chat & Digital Guest Services (Tampa, FL) – Full‑Time, Bench Position

About careerzynith – Pioneering Inclusive Digital Experiences

careerzynith is a global leader in entertainment and immersive experiences, renowned for creating magical moments that delight millions of guests each year. Our commitment goes beyond storytelling; we champion accessibility, ensuring that every guest—regardless of ability—can fully engage with our parks, resorts, and digital platforms. As part of the careerzynith Central team in Tampa, Florida, you will join a vibrant community of innovators who blend technology, hospitality, and heartfelt service to set new standards for inclusive guest experiences.

Why This Role Matters

The eCommerce Accessibility Specialist – Video Chat plays a pivotal role in bridging the gap between our digital services and guests with disabilities. By guiding guests through the registration for our Accessibility Services, you help create seamless, memorable visits that start online and continue throughout the physical experience. Your expertise will empower guests to enjoy attractions, dining, and entertainment without barriers, reinforcing careerzynith’s reputation as a champion of universal access.

Key Responsibilities

• Proactively answer guest inquiries related to accessibility, providing clear, compassionate guidance on services such as Disability Access, hearing assistance, mobility accommodations, and visual support.
• Conduct video and phone calls while simultaneously managing multiple chat interactions, ensuring each guest feels heard and supported throughout the conversation.
• Assess each guest’s unique needs, determine the appropriate level of support, and recommend tailored solutions that align with careerzynith’s accessibility standards.
• Maintain composure and professionalism during high‑stress or emotionally charged interactions, escalating complex cases to Coordinators, Working Leads, or salaried leaders when necessary.
• Achieve departmental metrics—including average handle time, first‑contact resolution, and guest satisfaction scores—while delivering a personalized experience.
• Complete all mandatory training modules, compliance courses, and ongoing certification programs to stay current with careerzynith policies and industry best practices.
• Demonstrate flexibility with scheduling, including availability for overtime, weekends, and holidays, to meet the demands of a 24/7 contact center environment.

Essential Qualifications

• Minimum of 1‑2 years of experience in a customer‑service or contact‑center setting, preferably with a focus on sales and service interactions.
• Strong technical aptitude with proficiency in Microsoft Office, web‑based applications, and guest‑service platforms such as Guest Service Suite, My careerzynith Experience, and Zendesk.
• Demonstrated ability to handle confidential information responsibly and resolve conflicts with integrity and empathy.
• Excellent written, verbal, and interpersonal communication skills, with a talent for asking discovery questions that uncover guest needs.
• Comfortable navigating video‑chat tools, multitasking across multiple screens, and delivering clear instructions to guests of diverse backgrounds.

Preferred Qualifications & Additional Assets

• Direct experience supporting individuals with disabilities, or a background in accessibility services, disability advocacy, or related fields.
• Previous roles in Guest Services, Guest Relations, or hospitality where you regularly interacted with guests requiring special accommodations.
• Proven sales and closing abilities, especially when addressing objections and guiding guests toward the best service options.
• Fluency in a second language (bilingual) to serve a broader guest demographic.
• Familiarity with careerzynith’s suite of tools—including the careerzynith App, Live Engage, MDX, VINCENT, Avaya, and other internal communication platforms—is a distinct advantage.

Core Skills & Competencies for Success

• Empathy & Active Listening: Ability to genuinely understand guest concerns and respond with compassion.
• Problem‑Solving: Quick identification of solutions, leveraging resources and knowledge bases to resolve issues efficiently.
• Technical Agility: Comfort learning new software, navigating multiple applications simultaneously, and troubleshooting technical glitches.
• Communication Excellence: Clear articulation of complex information in an accessible manner, both verbally and in writing.
• Resilience & Adaptability: Maintaining poise during high‑volume periods and adapting to shifting priorities without compromising service quality.
• Team Collaboration: Working closely with coordinators, leads, and cross‑functional partners to ensure seamless guest experiences.

Career Growth & Learning Opportunities

careerzynith invests heavily in employee development. As an eCommerce Accessibility Specialist, you will have access to:

• Structured onboarding and paid training programs that cover both technical systems and soft‑skill development.
• Mentorship from senior accessibility experts and leaders within careerzynith Central.
• Opportunities to cross‑train in related departments such as Reservations, Guest Relations, and Digital Product Management.
• Pathways to advance into supervisory, specialist, or analyst roles, with clear promotion criteria based on performance metrics and leadership potential.
• Continuous learning resources, including certifications in accessibility standards (e.g., WCAG), customer experience design, and advanced communication techniques.

Work Environment & Culture at careerzynith

Our Tampa contact center is a dynamic, collaborative space where creativity meets technology. The culture at careerzynith is built on:

• Inclusivity: A workplace that celebrates diverse perspectives and actively supports employees with disabilities.
• Innovation: Encouragement to suggest process improvements, share ideas, and experiment with new ways to enhance guest interactions.
• Community: Regular team‑building events, volunteer initiatives, and recognition programs that foster camaraderie.
• Well‑Being: Access to wellness programs, employee assistance resources, and flexible scheduling to promote work‑life balance.

Compensation, Perks & Benefits

careerzynith offers a competitive hourly wage starting at $18.90, with the potential for performance‑based incentives. Additional benefits include:

• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options with company matching contributions.
• Paid time off, holidays, and vacation accruals.
• Employee discounts on careerzynith merchandise, park tickets, and resort stays.
• Access to on‑site amenities such as fitness centers, cafeterias, and quiet rooms.
• Opportunities for tuition reimbursement and professional development funding.

Commitment to Equal Opportunity & Accessibility

careerzynith is an equal‑opportunity employer. We welcome applicants of all backgrounds, including veterans and individuals with disabilities. If you require a reasonable accommodation to complete the application process, please contact our accommodations team at [email protected]. We are dedicated to ensuring an accessible hiring experience for everyone.

Ready to Make a Difference?

If you are passionate about delivering exceptional digital service, thrive in a fast‑paced, technology‑driven environment, and are committed to advancing accessibility for all guests, we invite you to join careerzynith’s Central team in Tampa. Bring your empathy, technical savvy, and enthusiasm for inclusive hospitality—together we’ll create unforgettable experiences for every guest.

How to Apply

Click the button below to submit your application through our secure portal. We look forward to reviewing your qualifications and exploring how you can contribute to careerzynith’s mission of inclusive magic.