[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.

Company Overview