Facilitator - Maternity Leave Replacement (12 Months)

Gardaworld; Canada; On-site; CAD 35,000 - 45,000; Part time

Job summary

A leading security services provider seeks a dedicated Facilitator to provide exceptional bilingual customer service at various locations across Canada. This role involves assisting passengers with disabilities through the screening process, ensuring they receive the care and support needed. Candidates must possess strong empathy and active listening skills, with at least 1-3 years of customer service experience. This is a temporary position based in Quebec, offering an opportunity to grow within a dynamic team.

Qualifications

• 1-3 years of customer service experience required.
• Fluent communication skills in French are mandatory.
• Ability to provide physical support to passengers as needed.

Responsibilities

• Provide high-level customer service to travellers.
• Assist passengers with special needs through the screening process.
• Maintain knowledge on disability-related issues.

Skills

Empathy

Active listening

Customer service skills

Education

Post-secondary education or 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

• Provide a high level of customer service to the travelling public.
• Engage with passengers and offer assistance to those who require support for hearing loss, vision loss, limited mobility, etc.
• If requested, accompany passengers through screening, helping with their belongings and explaining the process.
• 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.
• Provide information about CATSA’s regulatory signage to passengers with vision loss (using CATSA tactile communications booklet).
• Work closely with Screening Officers and liaise with front‑line stakeholders to ensure passengers receive exceptional customer service.
• Proactively intervene where required, either in the queue or on the screening line.
• 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

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

Employment Details

• Employment Type: Temporary
• Locations: Quebec, QC

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