Customer Service Facilitator

4 weeks ago


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

Job Summary:

We are seeking a Customer Service Facilitator to join our team at the Victoria 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 comprehensive knowledge of CATSA Standard Operating Procedures (SOPs) and Pre-Board Screening (PBS) procedures for special situations
* Proactively identify and engage passengers requiring special assistance and offer support
* 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
* Offer explanations and assistance in the passenger's preferred language (English/French), ensuring comprehension and comfort throughout the screening process
* Provide specialized support and guidance for passengers traveling with sacred or spiritual items, ensuring their screening needs are accommodated in accordance with CATSA's SOPs

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
* Thorough understanding of screening procedures and ability to explain them clearly to passengers

What We Offer:

* Competitive salary range: $72,500 - $75,000
* Opportunity to work with a diverse workforce and contribute to a workplace culture of respect, inclusion, and diversity
* Commitment to providing accommodation for people with disabilities through the interview process and while employed

About Us:

Paladin Airport Security Services Ltd. is a leading provider of airport screening services, committed to making the world a safer and friendlier place. We are dedicated to being Curious, Accountable, Respectful, and Exceptional, and we are seeking like-minded individuals to join our team.

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