Customer Service Facilitator

4 weeks ago

Richmond, British Columbia, Canada Paladin Airport Security Services Full time
Job Title: Customer Service Facilitator

Job Summary:

We are seeking a highly skilled Customer Service Facilitator to join our team at the Vancouver International Airport. As a Customer Service Facilitator, you will be responsible for providing exceptional customer service to passengers, particularly those with special needs, by guiding them through the screening process and offering support with items that require special attention.

Key Responsibilities:

* Provide bilingual (English/French) service to passengers as needed and ensure effective communication throughout the screening process.
* Work collaboratively with Screening Officers and Management to deliver exceptional customer service.
* Direct or escort passengers to the Family Special Needs (FSN) line or escorts them to the front of the queue for priority screening, as necessary.
* Accompany passengers through the screening process upon request, offering physical support and assistance with belongings, particularly for passengers with mobility challenges.
* Guide passengers through screening alternatives, providing detailed explanations of available screening options.
* Communicate clearly with passengers with vision or hearing loss, utilizing appropriate tools and providing step-by-step guidance through the screening process.
* Ensure passengers with mobility aids or medical devices receive appropriate screening and support.
* Facilitate smooth transitions for passengers post-screening, arranging escorts if needed. Assist passengers with repacking of their belongings, if required.

Requirements:

* Exceptional empathy, active listening, and customer service skills.
* Clear and effective communication abilities in both English and French.
* Experience in customer-facing roles within fast-paced bilingual environments.
* Capacity to work under pressure, prioritize tasks, and adapt to varying customer needs.
* Demonstrated diplomacy and relationship-building skills.
* Ability to provide physical support to passengers with reduced mobility.

Preferred Qualifications:

* Previous experience working with individuals with special needs.
* Familiarity with accessibility challenges and adaptive communication tools.
* Knowledge of diversity and inclusion principles, including cultural awareness.
* Understanding of relevant regulations such as the ATPDR and OLA.
* Familiarity with CATSA's mission and mandate.
* Proficiency in American Sign Language (ASL) and/or Langues des signes du Québec (LSQ).

What We Offer:

* Competitive salary range: $72,500 - $75,000.
* Opportunity to work in a dynamic and diverse team environment.
* Comprehensive training and development programs.
* Recognition and rewards for outstanding performance.

How to Apply:

If you are a motivated and customer-focused individual who is passionate about providing exceptional service, please submit your application, including your resume and cover letter, to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Paladin Airport Security Services Ltd. is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and barrier-free work environment.

Accommodation:

If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.

Paladin Airport Security Services Ltd. is committed to providing accommodation for people with disabilities through the interview process and while employed.

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