Escalation Associate – Home Delivery

Best Buy; Brampton; Remote; CAD 25,000 - 26,000; Full time

Benefits offered by this job

Product discounts

Competitive compensation

Team environment

Job summary

Best Buy Canada is seeking an Escalation Associate – Home Delivery to resolve escalated cases related to major appliance deliveries. You will collaborate with internal teams, carriers, and customers to deliver fast, accurate, and customer-focused solutions from a work-from-home setting.

The role requires strong investigative skills, exceptional communication, and a customer-first mindset, with a seasonal full-time contract through February 13, 2027. Language: English; bilingual preferred.

Qualifications

• Experience handling escalated customer issues in delivery or service contexts.
• Strong investigation and problem-solving abilities with attention to detail.
• Excellent communication and follow-through to resolve cases.

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.

Skills

Escalation management

Investigative skills

Communication

Detail oriented

Customer service

Tools

CRM systems

Job description

You’ll love it here! We are hiring immediately for an Escalation Associate – Home Delivery! 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.Term: Seasonal Full-Time Contract Until February 13th, 2027Language: English is required. Bilingual in English and French is preferred.Location: Work from HomeSchedule: Our 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 needsWhat you’ll do as an Escalation AssociateManage 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.What we’re looking forEnthusiasm 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.Why you’ll love it hereCompetitive 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.Join our amazing team!We are looking for people just like you.About Best Buy CanadaAs 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.Base pay rangeHourly pay rate: $18.00 - $18.68Pay may vary by province. Pay listed is for the location advertised.9200 Airport Road, Brampton, ON L6S 6G6This posting is for a vacancy.