Escalation Specialist

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

Benefits offered by this job

3 weeks vacation

Medical, dental, vision benefits + HSA

RRSP matching

Award-winning culture (Best Managed)

Employee development programs

Job summary

OSL Retail Services in Mississauga seeks a Bilingual Escalation Specialist to resolve escalated customer issues, working with internal counsel to settle claims and ensure satisfaction.

The role requires full fluency in English and French, experience in customer service, and strong organizational skills. Located in Canada, this position offers competitive compensation and comprehensive benefits.

Qualifications

• Fluent in English and French (verbal, written, reading, comprehension).
• Diploma or degree from an accredited college or university.
• Minimum 2 years in a call center or customer service role.
• Experience supporting electronics products is an asset.
• Moderate proficiency in Microsoft Excel and Word; basic computing skills.

Responsibilities

• Respond to and negotiate Quebec Formal Notices received electronically and by registered mail.
• Respond to and negotiate all legal claims (Pre-Trial) with internal legal counsel.
• Address BBB, Consumer Protection claims, social media, CEO emails and letters.
• Respond to PL claims within 1 hour and ASC Early Warning System management.
• Investigate customer complaints and recommend improvement actions.
• Provide Privacy Officer with all customer interactions and service information.
• Follow up on PL claims with customers and ASC’s from start to settlement.
• Ensure Health Canada cases from external channels are reported to legal team.

Skills

Bilingual EN/FR

Excel

Word

Customer service

Communication

Education

Diploma or Degree

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.

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 hiring manager.

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

The salary for this role is $80k-$85k.

• 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 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.