Facilitateur/Facilitator

GardaWorld; Ontario; On-site; CAD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company where your passion for customer service can shine! As a Facilitator, you'll provide essential support to passengers needing assistance, ensuring they navigate the screening process with ease. This role offers a unique opportunity to engage with a diverse clientele while working in a dynamic environment. With extensive training on Standard Operating Procedures, you'll become a key player in enhancing passenger experiences. If you're ready to make a difference and grow within a global leader in the security industry, this is the perfect opportunity for you to embark on a fulfilling career path.

Qualifications

• 1-3 years of customer service experience is required.
• Post-secondary education or equivalent work experience preferred.

Responsibilities

• Provide high-level customer service to the travelling public.
• Assist passengers with special needs during the screening process.
• Maintain knowledge of disability-related issues in transportation.

Skills

Customer Service

Bilingual Communication (English and French)

Empathy

Active Listening

Adaptability

Education

Post-secondary education or equivalent work experience

Job description

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Business Unit: Aviation Services

Career Area: Operations and Administration

Location: London, Ontario, CA

Do you have a passion for customer service? Are you fluent in English and French? Are you looking to start a career with a great company? If so, GardaWorld is the place for you! Join our diverse and dynamic team, and embark on a path that will allow you to grow both professionally and personally.
As a Facilitator, you will provide bilingual customer service and engage with passengers who need extra assistance through the screening process. You will be extensively trained on knowledge of Standard Operating Procedures and will gain an in-depth familiarity of Pre-Board Screening procedures for special screening situations.

Facilitator Job Responsibilities

1. Provide a high level of customer service to the travelling public.
2. Engage with passengers and offer assistance to those who require support for hearing loss, vision loss, limited mobility, etc.
3. If requested, accompany passengers through screening, helping with their belongings and explaining the process.
4. Explain options available to the passenger for screening of their person and their special items, medical devices and aids, and sensitive cultural or religious items.
5. Provide information about CATSA’s regulatory signage to passengers with vision loss (using CATSA tactile communications booklet).
6. Work closely with Screening Officers and liaise with front-line stakeholders to ensure passengers receive exceptional customer service.
7. Proactively intervene where required, either in the queue or on the screening line.
8. Maintain up-to-date knowledge on disability-related issues and initiatives, with a focus on those in the transportation sector (for example, the Sunflower Lanyard program for people with invisible disabilities).

Facilitator Qualifications

1. Post-secondary education or equivalent work experience.
2. Strong empathy, active listening, and customer service skills.
3. A minimum of 1-3 years of customer service experience.
4. Ability to communicate fluently, clearly, and effectively in both French and English.
5. Ability to adapt to customer needs/situations, provide appropriate solutions or alternatives.
6. Ability to provide physical support to passengers with reduced mobility, upon request.
7. Ability to stand and walk for extended periods of time.

If you're ready to roll up your sleeves and dive into an exciting opportunity, we want to hear from you! Apply now and let's build something incredible together!

GardaWorld: Make the world a safer place

GardaWorld is a global leader in the security industry, offering a wealth of opportunity to individuals looking to gain experience and develop professionally in a growing industry. We offer diverse work assignments spanning multiple industries, and training and career advancement opportunities. We embrace diversity and welcome newcomers, women, students, retirees, reservists, veterans, and more to join our team, as we are proud to be an equal opportunity employer.

We thank all candidates for their interest; however, we will communicate only with the selected candidates.