[Hiring] Escalation Associate @Best Buy Canada

Role Description

As an Escalation Associate, you will be part of a collaborative team responsible for resolving escalated customer cases related to major appliance deliveries. You’ll work with internal partners, delivery carriers, and customers to ensure world-class service while protecting Best Buy’s brand reputation. Your investigative skills and attention to detail will play a key role in delivering fast, accurate, and customer-focused solutions.

• Manage a personal queue of assigned cases, including new and in-progress escalations.
• Investigate and document details related to major appliance damage or defective concerns.
• Follow up with customers, vendors, parts suppliers, and partners to bring cases to full resolution.
• Identify when claims should be submitted to third-party delivery and distribution partners; determine claim amounts and send documentation to 3PL and internal claims teams.
• Serve as a liaison between Best Buy stores, Home Delivery carriers, and customers to ensure timely case resolution.
• Provide world-class customer service while handling escalations professionally and empathetically.
• Support department operations by handling driver calls and assisting with additional case types when required.
• Recommend process improvements to enhance service quality and efficiency.

Qualifications

• Enthusiasm for connecting with customers and internal partners.
• Strong investigatory and problem-solving skills.
• Excellent communication and follow-through abilities.
• Ability to adapt to dynamic, fast-paced situations.
• A commitment to representing our brand and upholding service standards.
• Reliability, professionalism, and a positive, solutions-focused mindset.

Requirements

• Seasonal Full-Time Contract Until February 13th, 2027.
• English is required; bilingual in English and French is preferred.
• Work from Home.
• Operational hours are Monday through Saturday, from 9:00 a.m. to 7:00 p.m. Shifts may be scheduled at any time within these operating hours based on business needs.

Benefits

• Competitive compensation, perks, and product discounts.
• An enthusiastic and supportive team that quickly becomes like family.
• A fun, engaging work environment full of recognition and teamwork.
• Opportunities to learn about products, earn certifications, and build new skills.
• Clear pathways for development and career growth.

Company Description

As Canada’s destination for the coolest tech, Best Buy offers one of the best work environments in the country. Our culture is built on inclusivity and belonging, giving employees a place where they can bring their whole selves to work.

Our teams are dedicated to creating amazing customer experiences, and your work will directly support memorable customer moments across Canada.