Customer Service Specialist – Bilingual (English / French) YYC

Offre d'emploi #4296

    • Employer: Garda World
    • Location: Calgary
    • Date de clôture: Mar 29, 2019

Customer Service Specialist – Bilingual (English / French) YYC

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 Service Specialists for the Calgary International Airport. This is a full time, non-unionized, role, initially on a six month contract basis with the aim to become a permanent position and offering career advancement opportunities.

Reporting to the Operations Manager, the Customer Service Specialist will be stationed at our checkpoint during live screening operations to provide enhanced customer satisfaction and promote service excellence.

During your daily duties, you will be responsible for responding to customer inquiries and complaints, coaching and mentoring colleagues to achieve customer satisfaction and bilingual effectiveness as well as facilitating passengers through the screening process to ensure a positive and comfortable experience.


Roles and Responsibilities:

  • Provide bilingual guidance and facilitation through security screening
  • Create a positive travel experience for passengers with a direct focus on customer service
  • Coach and mentor colleagues on appropriate pronunciation of bilingual phrases and words
  • Provide conflict management and de-escalation to promote customer satisfaction and effective resolution
  • Act as point of escalation to handle complaints, unruly passengers and special requests
  • Identify and proactively respond to special screening situations
  • Provide immediate mentorship to colleagues for opportunities to improve customer interactions
  • Respond and facilitate events in accordance to standard operating procedures and GardaWorld’s mission and vision
  • Demonstrate integrity, honesty, vigilance and respect in customer, colleague and stakeholder interactions



  • Annual starting salary of $50,000
  • Ongoing training related to conflict management, customer service, standard operating procedure, effective communication and other skills as required
  • 40 hour working week with shifts encompassing peak periods in a 24/7 operation
  • Competitive employee benefits plan
  • Non-unionized position, (Current employees in a unionized role will maintain seniority for 6 months)
  • Airport parking & uniform provided
  • Advancement opportunities


Candidate Requirements:

  • Excellent English and French communication skills, (verbal & written)
  • Customer service and conflict management experience
  • Strong teamwork and interpersonal skills incorporating a friendly and approachable manner with the ability to listen and empathize
  • Observant with the ability to interpret body language and passenger needs
  • Demonstrate the leadership necessary to provide creative and resourceful solutions to resolve conflicts and facilitate exceptional screening experiences
  • Act calmly under pressure and prove adaptable to a variety of situations
  • Eager to promote positive change
  • Ability to work within a structured, highly regulated environment


Candidate Assets:

  • Experience / training in conflict management and resolution, non-violent crisis intervention or a relative discipline
  • Experience in the aviation industry and / or security related field
  • Experience in a service delivery environment working with a high volume of customers and multiple stakeholders


Eligibility Requirements:

  • Must be a Canadian Citizen or 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
  • Ability to obtain Transport Security Clearance (RAIC), and complete background checks
  • Physical requirements include, but are not limited to, standing for long periods of time


How To Apply

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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, color, 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.