Escalation Specialist

OSL Retail Services Inc.; Mississauga; On-site; CAD 80,000 - 85,000; Full time

Benefits offered by this job

3 weeks vacation

Comprehensive benefits package

RRSP matching program

Award-winning culture

Employee development programs

Job summary

OSL Retail Services Inc. invites applications for a Bilingual Escalation Specialist in Mississauga. The role supports resolution of escalated customer issues, ensuring timely decisions and adherence to company guidelines.

Fluency in English and French is required to handle formal notices, claims and communications with stakeholders. The position reports to the Senior Manager and offers a holistic benefits package, vacation, RRSP matching, and a culture recognized among Canada’s best managed

Qualifications

• Fluent in English and French (verbal and written).
• Diploma or degree from a college or university preferred.
• Minimum 2 years in a call center or customer service role.

Responsibilities

• Respond to and negotiate formal notices and legal claims.
• Coordinate with internal legal counsel on settlements.
• Handle complaints from BBB, Consumer Protection, and social channels.
• Monitor and follow up on PL claims and ASC warnings.
• Assist Privacy Officer with case information and case resolution.
• Communicate escalations to executives and HQ.
• Lead weekly calibration calls to improve customer experience.
• Develop and publish monthly case studies.
• Maintain daily ticket monitoring and customer follow-ups.

Skills

Bilingual English/French

Customer service

Call center experience

Communication skills

Problem solving

Multitasking

Excel & Word

Education

College diploma/degree

Tools

Microsoft Excel

Microsoft Word

Job description

Overview

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special! Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you’re looking for a place where your talents are valued, your ideas matter, and your career can grow, we’d love to meet you.

About The Role:

We are currently seeking a Bilingual Escalation Specialist. Reporting to the Senior Manager. This role is responsible for ensuring resolution for every escalated call to avoid further escalation to senior management. Resolve escalated customer issues effectively through thorough investigation and sound decisions resulting in customer satisfaction while adhering to company guidelines and vision.

The position requires full fluency in both English and French.

What you’re responsible for:

• Respond to and negotiate all Quebec Formal Notices received electronically and by registered mail.
• Respond to and negotiate all legal claims received (Pre-Trial) and work closely with our internal legal counsel to settle and negotiate legal claims.
• Respond to BBB, Consumer Protection claims, social media, CEO emails and letters.
• Respond to all PL claims within 1 hour and ASC Early Warning System management.
• Investigate circumstances resulting from customer complaints and recommend actions for improvement going forward.
• Providing our Privacy Officer with all customer interactions and service information or resolving case.
• PL claim follow-up with customers and ASC’s from beginning to settlement.
• Ensuring all Health Canada cases from external channels are reported and relevant information is provided to our legal team.
• Ensuring all escalations to our executives or HQ are handled directly by OOP.
• Host weekly Calibration calls to help improve our ECR customer experience.
• Creation and implementation of two or more monthly Case Studies.
• Daily pending ticket monitoring and customer follow-ups
• Online media sensing including BBB site and consumer protection agencies.
• Managing and monitoring repeat claims.

To join our team:

· Must be fluent in both English and French (verbal, written, reading, and comprehension)

· Diploma or Degree from an accredited college or university preferred.

· Minimum 2 years of experience in a call center or customer service role.

· Previous experience supporting electronics products is an asset.

· Moderate proficiency in Microsoft Excel and Word and basic computing skills.

· Ability to plan, organize and prioritize multiple and simultaneous tasks and programs in a changing corporate environment.

· Strong communication, problem-solving, and multi-tasking skills.

The salary for this role is $80k-$85k. Your final compensation will reflect your years of experience and beyond the numbers, we’re proud to offer a holistic package that includes:

• Generous time off:Start with 3 weeks of vacation.
• Comprehensive benefits package: Includes medical, dental, vision and a health spending account.
• Retirement support:Company-sponsored RRSP matching program to help build your financial future.
• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running — now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive.

We’re committed to supporting your success every step of the way. What are the next steps?

The Interview Process:

Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.

Step 2: The next step is a virtual or in person interview with the hiringmanager.

Step 3: The final step is an in-person interview with the hiring manager and extended team members.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check. OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

Disclaimer: As part of our recruitment process, we utilize artificial intelligence (AI)-based tools to assist with certain stages, including initial resume screening and skills-matching assessments. These tools are designed to help our hiring team identify candidates whose experience and qualifications align closely with the requirements of the role. Please note that all final hiring decisions are made by our recruitment team. The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. In compliance with Ontario’s Bill 190, we confirm that this posting represents a current existing vacancy within our organization.