Customer Service Facilitator - Bilingual (FR/EN)

Paladin-Airport-Security-Services; Richmond; On-site; CAD 20,664 - 30,307; Part time

Benefits offered by this job

Top industry wages

Career advancement opportunities

Job summary

Paladin Airport Security Services is hiring Part-Time Facilitators based at Vancouver International Airport (YVR). You will deliver exceptional customer service, communicating in English and French, and supporting passengers through the security screening process.

The role requires a minimum of 1 year in a fast-paced, customer-facing setting, the ability to stay calm under pressure, and a strong focus on empathy and clear communication.

Qualifications

• Minimum 1 year in a fast-paced, customer-facing role
• Fluent in both French and English
• Experience in a heavily regulated environment
• Ability to communicate simply, clearly and with diplomacy
• Ability to support passengers with mobility or accessibility needs

Responsibilities

• Proactively identify opportunities to assist passengers through the screening process
• Explain CATSA SOPs to passengers in English and French
• Communicate in passengers' preferred language throughout screening
• Provide support to passengers with special needs and mobility limitations
• Assist with passenger belongings and provide physical support when needed
• Understand screening process for travellers with sacred or spiritual items
• Collaborate with checkpoint teams to deliver exceptional service
• Promote diversity, inclusion and cultural awareness principles

Skills

Bilingual English/French

Customer service

Clear communication

Empathy and active listening

Stamina for extended standing/walking

Education

High School Diploma/GED

Job description

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!

Job Skills / Requirements

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.

• You receive top industry wages
• You have the opportunity to advance and grow your career

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 (SOPs) to passengers in both English and French
• Utilizing your bilingual (French/English) skills to communicate with passengers throughout the entire screening process in the passenger's preferred language
• Providing support to passengers who require assistance due to special needs such as mobility limitations or hearing/vision loss
• Offering physical support with 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 SOPs
• Liaising closely with the checkpoint team of Screening Officers and Managers to deliver exceptional customer service
• Building, maintaining, and promoting understanding of diversity, inclusion, and cultural awareness principles

What you bring to PASS:

• Demonstrated experience working in a fast-paced, customer-facing role for a minimum of 1 year
• Fluent in both 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
• Physical ability to support passengers with reduced mobility and their belongings
• Physically able to stand and walk for extended periods
• High School Diploma/GED
• 19 years of age or older
• Ability to obtain Transport Security Clearance and other advanced clearances as required
• Open availability to work any required shift in a 24/7, 365-day operational environment

The following are considered strong assets:

• Experience or knowledge of the Accessible Transportation for Persons with Disabilities Regulations (ATPDR)
• Familiarity with the Official Languages Act (OLA)
• American Sign Language (ASL)
• Knowledge of diversity, inclusion, cultural awareness, and accessibility principles#PASS2B

Additional Information / Benefits

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.

Paladin Airport Security Services is interested in getting to know candidates authentically and with integrity. To ensure a fair, transparent and equitable selection process, please do not use AI tools during your application, pre-employment testing, or interview. Failure to adhere to this guideline may result disqualification from the recruitment process.

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.