Customer Service Specialist

2 weeks ago

Calgary, Canada Paladin Airport Security Services Full time

Customer Service Specialist (Facilitator)-Bilingual (FR/EN)

We are currently hiring 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

**Pourquoi Paladin?**

Les Services de Sécurité de l’Aéroport Paladin (PASS) ont une main-d'œuvre diversifiée. Nous croyons et nous engageons à une culture de travail respectueuse, inclusive et diversifiée.
- Vous recevez les salaires les plus élevés de l'industrie
- Vous avez l'opportunité de progresser et d'évoluer dans votre carrière
- Vous bénéficiez d'avantages sociaux complets

**Que font les Facilitateurs?**

**Grâce à votre engagement à offrir un service client exceptionnel et à votre capacité à communiquer en anglais et en français, vous soutiendrez une expérience positive pour les passagers en**:

- Identifiant proactivement les opportunités d'assister les passagers lors du processus de contrôle
- Comprenant et communiquant les Procédures Opératoires Standard (SOP) de l'ACSTA aux passagers en anglais et en français
- Utilisant vos compétences bilingues (français/anglais) pour communiquer avec les passagers tout au long du processus de contrôle dans la langue préférée des passagers
- Fournissant un soutien aux passagers ayant besoin d'assistance en raison de besoins spéciaux tels que la mobilité ou une déficience auditive/visuelle
- Offrant un soutien physique aux biens des passagers lorsque nécessaire
- Comprenant le processus de contrôle pour les passagers voyageant avec des objets sacrés ou spirituels et en veillant à ce que le processus de contrôle soit conforme aux SOP de l'ACSTA
- Collaborant étroitement avec l'équipe de contrôle, y compris les agents de contrôle et les responsables, pour offrir un service client exceptionnel
- Construisant, maintenant et diffusant une compréhension des principes de diversité et d'inclusion et de la sensibilisation culturelle.

**Ce que vous apportez à PASS**:

- Minimum 1 an d’expérience professionnel dans un rôle en contact direct avec la clientèle dans un environnement dynamique
- Maîtrise du français et de l'anglais
- Expérience de travail sous pression dans un environnement fortement réglementé
- Capacité exceptionnelle à communiquer de manière simple, claire et efficace avec diplomatie
- Aptitude à offrir un servi

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