**Join arenaflex, a leading entertainment and media company, as we embark on an exciting journey to deliver exceptional customer experiences across the globe.**
**About arenaflex**
arenaflex is a global leader in the entertainment and media industry, renowned for its innovative approach to storytelling and customer engagement. With a rich history of creating unforgettable experiences, arenaflex continues to push the boundaries of what's possible. Our team is passionate about delivering exceptional customer experiences, and we're seeking a talented and dedicated individual to join our ranks as a Full Stack Customer Support Representative.
**Job Summary**
As a Full Stack Customer Support Representative, you will be an integral part of our Disney Voyage Line team, responsible for providing exceptional customer experiences across various touchpoints. You will be the face of arenaflex, ensuring that our customers receive the highest level of service and support. Your expertise will be instrumental in driving customer satisfaction, loyalty, and retention.
**Key Responsibilities**
* Participate in the development and implementation of embarkation framework improvements, issues, upgrades, and communication strategies for Terminal Activities and core partners.
* Responsible for continuous improvement of operational cycles to enhance Disney Voyage Line services both internally and externally.
* Drive new cycles and projects to ensure seamless and precise execution.
* Maintain and update datasets, such as Port Appearance Times, Daily Action Reports, and Quality Assurance Reviews, as well as report data for monthly summaries and on-demand requests.
* Support the Terminal Support Manager with Moderate interaction and citizenship questions and Cast Member advancement.
* Support agenda planning documentation for citizenship requirements.
* Play a vital role in creating content, teaching, and adjusting crowds regarding business mix program development and execution plans for the overall Disney Voyage Line activity.
* Recognize issues and resolve problems related to projects, content, and estimation to improve project success.
* Maintain Terminal Activities documentation, including but not limited to working guides, forms, and Visitor embarkation insurance for accuracy and consistency.
* Schedule, Seat, and Record office meetings.
* Lead communication with partner regions, both internal and external, with any feedback as well as any operational updates or changes.
* Attend and support Terminal Activities in Port Canaveral, South Florida, and Outports.
* Occasionally support the Outport group by assisting with terminal/area launch tasks.
* Lead Quality Assurance Reviews and schedule Reviews for terminal activities.
* Collaborate with other divisions within Disney Voyage Line to ensure a consistent Visitor experience.
* Act as a liaison between Disney Voyage Line and all external vendor tasks.
* Maintain a positive working relationship with external vendors participating in the daily port activity, including but not limited to Custom and Border Insurance Authorities, Port Power, Local Policing, Stevedores/Wardens, Security, and all Disney Voyage Line teams.
**Essential Capabilities**
* Knowledge of voyage products, the cruise industry, and terminal activities
* Knowledge of internal and external connections and obligations as they relate to a cruise terminal wharf activity; including but not limited to the following: Dock registration methods, Embarkation methods, and Visitor transportation
* Demonstrated solid knowledge of Microsoft 365 suite, including Outlook, Word, Excel, PowerPoint, Teams, OneDrive, and SharePoint
* Ability to manage multiple priorities in a fast-paced environment
* Shown solid customer service skills
* Shown solid verbal and written communication skills
* Demonstrated solid analytical, organizational, and critical thinking skills
* Travel industry experience
* Ability to work flexible hours, including weekends and holidays
* Should have a valid passport, as this position may require international travel
* Ability to travel frequently to support terminal activity areas
* Ability to lift 50 pounds, push luggage carts that may weigh over 500 pounds, and use equipment in a warehouse setting (crate stacking, crate jack)
**Preferred Capabilities**
* Have over three years of cruise line dock activities or similar experience
* Disney Voyage Line Manager and Base knowledge, strategy, methods
* Microsoft PowerApps/Power Automate
* Shown knowledge of Disney Voyage Line systems, including DXP, Seaware, and Fidelio
* Knowledge of migration strategy in regards to areas Disney Voyage Line sails from, including but not limited to the US, Schengen region, Canada, Australia, and New Zealand.
**What We Offer**
* Competitive salary
* Opportunities for career growth and professional development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Paid time off and holidays
* Access to exclusive arenaflex events and experiences
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application today and join our team at arenaflex.