Customer Service Specialist (Facilitator)-Bilingual (FR/EN), Edmonton

Customer Service Specialist (Facilitator) – Bilingual (FR/EN) We are currently hiring part‑time and casual Facilitators based out of Edmonton Airport. 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. - Top industry wages - Chance to advance and grow your career - Comprehensive advantages 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 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 or hearing/vision loss - Offering physical support of passenger belongings where required - Understanding the screening process for passengers traveling with sacred or spiritual items and ensuring the screening process is accommodated in accordance with CATSA SOP - Liaising closely with the checkpoint team of Screening Officers and Managers to deliver exceptional customer service - Building, maintaining and delivering understanding of diversity and inclusion principles and cultural awareness What you bring to PASS - Demonstrated experience working in a fast‑paced customer‑facing role for a minimum of one year - Fluent in 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 - Experience or knowledge of Accessible Transportation for Persons with Disabilities Regulations (ATPDR), Official Languages Act (OLA), American Sign Language (ASL), and familiarity with principles of diversity and inclusion / cultural awareness are strong assets - Physical ability to support passengers with reduced mobility and their belongings - Physically able to stand and walk for extended periods - High School Diploma/GED - 18 years or older - Canadian Citizen or Permanent Resident - Ability to obtain Transport Security Clearance and other advanced clearances as required - Open availability to work any required shift in a 365, 24/7 environment Additional Information When you apply to this selection process, you are applying for an inventory for current/future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment. Our Commitment 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! Apply on Kit Job: kitjob.ca/job/2pa1xb