Customer Service Facilitator - Bilingual (FR/EN)
We are currently hiring Part-Time Facilitators based out of Vancouver International Airport (YVR).
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.
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You receive top industry wages
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You have the opportunity to advance and grow your career
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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:
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Proactively identifying opportunities to assist passengers through the screening process
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Understanding and communicating CATSA Standard Operating Procedures (SOPs) to passengers in both English and French
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Utilizing your bilingual (French/English) skills to communicate with passengers throughout the entire screening process in the passenger's preferred language
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Providing support to passengers who require assistance due to special needs such as mobility limitations or hearing/vision loss
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Offering physical support with passenger belongings where required
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Understanding the screening process for passengers travelling with sacred or spiritual items and ensuring the screening process is accommodated in accordance with CATSA SOPs
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Liaising closely with the checkpoint team of Screening Officers and Managers to deliver exceptional customer service
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Building, maintaining, and promoting understanding of diversity, inclusion, and cultural awareness principles
What you bring to PASS:
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Demonstrated experience working in a fast-paced, customer-facing role for a minimum of 1 year
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Fluent in both French and English
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Experience working under pressure in a heavily regulated environment
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Exceptional ability to communicate simply, clearly, and effectively with diplomacy
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Ability to deliver exceptional customer service while demonstrating empathy and active listening skills
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Ability to understand and describe the screening process to passengers as required
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Experience adapting to customer needs and providing effective solutions or options where appropriate
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Physical ability to support passengers with reduced mobility and their belongings
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Physically able to stand and walk for extended periods
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High School Diploma/GED
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19 years of age or older
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Canadian Citizen or Permanent Resident
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Ability to obtain Transport Security Clearance and other advanced clearances as required
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Open availability to work any required shift in a 24/7, 365-day operational environment
The following are considered strong assets:
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Experience or knowledge of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR)
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Familiarity with the Official Languages Act (OLA)
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American Sign Language (ASL)
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Knowledge of diversity, inclusion, cultural awareness, and accessibility principles
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!
