Customer Service Specialist (Facilitator)-Bilingual (FR/EN)
We are currently hiring part-time and casual Facilitators based out of the Calgary Airport.
Why Paladin?
Paladin Airport Security Services (PASS) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity.
You receive top industry wages- You have the opportunity to advance and grow your career
- You receive comprehensive benefits
What do Facilitators do?
With your commitment to providing exceptional customer service and ability to communicate in both English and French, you will support a positive passenger experience by:
Proactively identifying opportunities to assist passengers through the screening process- Understanding and communicating CATSA Standard Operating Procedures (SOP’S) to passengers in both English and French
- Utilizing your bilingual (French/English) skills to communicate with passengers throughout the entire screening process in the passengers preferred language
- Providing support to passengers who require assistance due to special needs such as mobility or hearing/vision loss
- Offering physical support of passenger belongings where required
- Understanding the screening process for passengers travelling with sacred or spiritual items and ensuring the screening process is accommodated in accordance with CATSA SOP
- Liaising closely with the checkpoint team of Screening Officers and Managers to deliver exceptional customer service
- Building, maintaining and delivering understanding of diversity and inclusion principles and cultural awareness
What you bring to PASS:
- Demonstrated experience working in a fast-paced customer facing role for a minimum of 1 year
- Fluent and French and English
- Experience working under pressure in a heavily regulated environment
- Exceptional ability to communicate simply, clearly and effectively with diplomacy
- Ability to deliver exceptional customer service while demonstrating empathy and active listening skills
- Ability to understand and describe the screening process to passengers as required
- Experience adapting to customer needs and providing effective solutions or options where appropriate
- Experience or knowledge of Accessible Transportation for Persons with Disabilities Regulations (ATPDR), Official Languages Act (OLA), American Sign Language (ASL), and familiarity with principals of diversity and inclusion / cultural awareness are all considered to be strong assets
- Physical ability to support passengers with reduced mobility and their belongings
- Physically able to stand and walk for extended periods
- High School Diploma/GED
· 18 years or older · Canadian Citizen or Permanent Resident
- Ability to obtain Transport Security Clearance and other advanced clearances as required
- Open availability to work any required shift in a 365, 24/7 environment When you apply to this selection process, you are applying an inventory for current/future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.
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The Paladin Difference starts with our team. We are committed to being Curious, Accountable, Respectful, and Exceptional, and making the world a safer and friendlier place because we CARE! If this sounds like a team that you'd like to join, we want to meet you!
La différence Paladin commence avec notre équipe. Nous nous engageons à être Curieux, Responsable, Respectueux et Exceptionnel, et à rendre le monde plus sûr et plus convivial parce que nous "Nous soucions"! Si cela vous semble être une équipe à laquelle vous aimeriez vous joindre, nous voulons vous rencontrer!
