Babillard d’emploi

  • Date de clôture: Jul 31, 2018

Bilingual Customer Experience Facilitator

Offre d'emploi #1900

  • Garda World (Calgary)

Watch your career take flight at GardaWorld!

GardaWorld is the largest provider of aviation services for the Canadian Air Transport Security Authority (CATSA), offering security screening services in 28 airports across Canada.

Our officers are tasked with protecting air travelers by screening them and their belongings, while exhibiting the highest degree of vigilance in challenging circumstances and maintaining a high level of customer service at all times.

We are currently recruiting bilingual Customer Experience Facilitators for the Calgary Airport, on a Full-time, temporary 6-month basis, with the potential to become permanent. Selected candidates may be kept in a candidate pool for future opportunities.

Applicants can apply online via

Reporting to the Terminal Manager, the Customer Experience Facilitator is responsible for assisting with the delivery of bilingual customer service through coaching of Screening Officers and Checkpoint Managers. This position will also provide support for escalated or special needs customer service. This is a non-unionized position with a 6-month trial period. 

As a Customer Experience Facilitator, you:

- Provide bilingual language assistance at the checkpoint.

- Create a positive travel experience for passengers, ensuring customer service expectations are always met.

- Provide guidance and support to Screening Officers and Checkpoint Managers regarding correct use and pronunciation of bilingual words and phrases.

- Advise Screening Officers on how they can improve their customer service delivery.

- Provide assistance to passengers travelling with special needs or circumstances to navigate the screening process.

- Act as the point of escalation for handling complaints, unruly passengers, and special requests.

- Investigate passenger complaints when required.

- Develop, negotiate and deliver creative solutions to passengers regarding their complaints, through discussion and, at times, written communication.

- Identify and escalate emerging passenger dis-satisfiers to seize opportunities for operational improvements relating to customer service.

- Act as a VIP concierge



- Annual salary of $50,000

- Training for conflict resolution, customer recovery, effective communication, and other skills required for position

- Competitive employee benefits plan

- Parking

- Advancement opportunities



Eligibility requirements

- Must be a Canadian citizen or a permanent resident

- No previous criminal background for which a pardon has not been granted

- Available to work and commute day and night shifts, including weekends and statutory holidays

- Minimum 3 years’ experience in a related position or field, with at least 6 months of supervisory experience

- Proven experience in problem solving and conflict resolution.

- Ability to obtain a security clearance and successfully complete a background check

- Physical requirements include, but are not limited to, standing for long periods of time


Skills requirements

- Fluency in English, spoken and written

- Fluency in French, spoken and written, as this is a bilingual position

- Strong teamwork abilities and interpersonal skills

- High level of comfort dealing with a variety of customer interactions and escalations

- Effective communicator with the ability to listen attentively and maintain respectful and cooperative relationships with passengers, employees and co-workers

- Leadership necessary to handle on-the-spot decisions and ability to act calmly under pressure

- Ability to work within a structured, highly regulated environment



Additional assets

- Previous experience in a unionized environment

- Previous experience in a service delivery environment with multiple customers and stakeholders

- Aviation security knowledge and/or experience


GardaWorld is an equal opportunity employer and takes pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, colour, religion, gender, sexual orientation, national origin, age, marital or veteran status, disability or any other protected status.

We thank all applicants for their interest in the position; however, we will communicate only with selected candidates. Preference will be given to qualified internal applicants.