[Remote] Escalation Associate - Home Delivery
Note: The job is a remote job and is open to candidates in USA. Best Buy Canada is seeking an Escalation Associate – Home Delivery to join their collaborative team. The role involves resolving escalated customer cases related to major appliance deliveries and ensuring world-class service while protecting the brand's reputation.
Responsibilities
- 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
Skills
- 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
- Language: English (French preferred)
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.
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