Facilitator

GardaWorld • Rancho Cucamonga, CA

30d

About The Position

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 Standard Operating Procedures and gain an in-depth familiarity with Pre-Board Screening procedures for special screening situations.

Requirements

• 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.
• Fluent, clear, and effective communication in both French and English.
• Ability to adapt to customer needs and situations and 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.

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, and other needs.
• If requested, accompany passengers through screening, help with their belongings, and explain the process.
• Explain screening options for passengers 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 the 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 of disability-related issues and initiatives, particularly in the transportation sector, such as the Sunflower Lanyard program for people with invisible disabilities.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: Associate degree