Customer Service Specialist

1 month ago

Calgary, Canada Paladin Airport Security Services Full time

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

We are currently hiring  Facilitators based out of 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 service à la clientèle exceptionnel tout en faisant preuve d'empathie et en utilisant des compétences d'écoute active 
  • Capacité à comprendre et à expliquer le processus de contrôle aux passagers selon les besoins 
  • Expérience d'adaptation aux besoins des clients et de fournir des solutions ou d'options efficaces, lorsque cela est approprié 
  • Expérience ou connaissances des Règlements sur les transports accessibles pour les personnes handicapées (RTAPH), de la Loi sur les langues officielles (LLO), de la langue des signes américaine (ASL), et des principes de la diversité et de l'inclusion / sensibilisation culturelle, considérées comme des atouts importants 
  • Capacité physique à soutenir les passagers à mobilité réduite et leurs effets personnels 
  • Capacité physique à rester debout et à marcher pendant de longues périodes 
  • Diplôme d'études secondaires ou équivalent (GED) 
  • Âge de 18 ans ou plus 
  • Citoyen canadien ou résident permanent 
  • Capacité à obtenir une habilitation de sécurité pour les transports et d'autres habilitations avancées selon les besoins 
  • Disponibilité totale pour travailler à tout moment dans un environnement 365 jours par an, 24 heures sur 24, 7 jours sur 7 


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  

Posting open until filled.

Paladin Airport Security Services Ltd. (“PASS”) has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. Paladin Airport Security Services Ltd. (“PASS”). is committed to providing accommodation for people with disabilities through the interview process and while employed. If you require accommodation during the interview process, please let us know and we will work with you to meet your needs.

Les Services de Sécurité de l’Aéroport Paladin (PASS) ont une main-d'œuvre diversifiée. Nous croyons et nous nous engageons envers une culture de travail fondée sur le respect, l'inclusion et la diversité. Les Services de Sécurité de l’Aéroport Paladin (“PASS?») s'engagent à fournir des accommodements pour les personnes handicapées tout au long du processus d'entrevue et pendant leur emploi. Si vous avez besoin d'un accommodement pendant le processus d'entrevue, veuillez-nous en informer et nous travaillerons avec vous pour répondre à vos besoins.


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