Facilitator

GardaWorld; San Juan de Terranova; On-site; CAD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a passionate Facilitator to join their dynamic team. This role involves providing exceptional bilingual customer service and assisting passengers with special needs during the screening process. You'll be trained on Standard Operating Procedures, ensuring a supportive and inclusive environment for all travelers. If you're empathetic, adaptable, and eager to make a difference, this is the perfect opportunity to grow your career in a rewarding environment. Embrace the chance to contribute positively to the travel experience of others while developing your professional skills in a vibrant workplace.

Qualifications

• 1-3 years of customer service experience is required.
• Fluency in both English and French is essential.

Responsibilities

• Provide high-level customer service to the travelling public.
• Assist passengers with special needs through the screening process.

Skills

Customer Service Skills

Active Listening

Empathy

Fluency in English

Fluency in French

Adaptability

Education

Post-secondary education

Equivalent work experience

Job description

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.

Employment Details:

1. Employment Type: Permanent
2. Location: St-John's, NL

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.

AVATL