Role Impact :
To deliver a consistent and superior level of customer service to clients by actively seeking out opportunities to provide assistance and support.
To ensure that property rules and standards are observed by maintaining a highly visible and reassuring presence through their assigned patrol and post duties.
To act as a deterrent to crime and undesired activity and help to maintain a visibly safe and welcoming property environment.
The successful candidate must be able to work shifts including weekends, nights, and evenings.
What you will deliver :
Provide exceptional service in order to enhance customer experience;
Seek compliance with property standards, rules and regulations;
Perform highly visible patrols of assigned patrol areas / zones and positively engage with clients on a continual basis;
Work closely with other departments, especially Guest Services, to provide customer service support to clients. To respond and have accountability for the resolution of customer concerns / complaints;
Assist clients with specific problems, such as safety concerns, illness or emergencies, etc.;
Protect the property and maintain a safe and welcoming environment;
Enforce the property’s rules and regulations in a fair and responsible manner;
Remain vigilant for signs of criminal and / or suspicious behaviour related to the property and initiate the appropriate steps to report / follow up as per operating guidelines;
Remain prepared to respond to crime, disturbances, fire and emergency situations as per life safety training, fire / bomb threat evacuation procedures and / or operating guidelines;
Assist clients by responding to crimes that have occurred and ensure appropriate law enforcement authorities are summoned;
Report and follow up on hazards and / or deficiencies identified during the course of duty
Inspect fire equipment on a daily basis;
Respond to medical emergencies and provide first aid, CPR or AED support as necessary until medical professionals arrive;
Prepare written reports using the Company’s standard report-writing program;
Deal with trespassers and unauthorized persons found on the property, in a fair and safe manner, by enforcing the Trespass to Property Act;
Support of JH&S program to ensure occupational safety is prioritized and effectively practiced throughout all areas of property operations;
To provide after-hours lock-up and morning open-ups;
Complete CF Serve and Secure program with annual recertification;
Perform other duties as assigned.
What your strengths are :
A team player with strong interpersonal skills;
Customer service focused;
Strong communicator, verbal and written;
Able to use sound judgment, discretion and overall decision-making skills;
Able to use tact and diplomacy in dealings across a range of settings and situations;
Able to work in a challenging, fast-paced environment.
What you need to succeed :
Post-secondary education in Law Enforcement / Security or equivalent;
Minimum one (1) year of mall security experience preferred;
Provincial Security License;
Current CPR / First Aid Certification;
Knowledge of Trespass to Property Act;
Working knowledge of Occupational Health and Safety Act;
WHMIS and other safety courses an asset;
Knowledge of applicable federal, provincial and municipal legislation and regulations;
Basic computer skills are required;
Prior work experience in a customer service environment is a definite asset;
Working knowledge of emergency and standard operating procedures;
Ability to maintain and enforce access control procedures;
Knowledge of crowd control in emergency situations and emergency events;
Ability to use and inspect safety, fire and security systems.