Escalation Associate – Home Delivery

Role Overview

The Escalations Associate coordinates a solution with all internal departments and formulates a complaint response, in accordance with internal and external complaint handling procedures while demonstrating world-class customer service. This position has a direct impact on Best Buy brand reputation, so it is critical to ensure proper due diligence is followed in complaint handling while ensuring regulatory compliance. This role requires in depth knowledge of Best Buy and delivery partner systems and SOPs as well as information of Best Buy’s terms and conditions as it relates to major appliances, including but not limited to web order operations, in-store operations, Geek Squad Warranty.

Role:              Escalation Associate – Home Delivery

Term:             1-year, full time contract

Positions:     2 English (Bilingual French an Asset)

1 Bilingual (English and French)

Schedule:     To be determined (flexibility to work various shifts)

As an Escalations Associate, you will:

• Manage your queue of assigned cases including both new and in progress
• Follow up with customers, vendors, parts suppliers, as need to bring cases to closure
• Investigate, gather, and document details for all Major Appliance damage and defective issues
• Identify where claims against third party delivery and distribution center partners are warranted; determine the claim amount and submit documentation to 3PL partner; submit details to the claims team for claim submission
• Provide feedback and make recommendations for improving the process
• Be a liaison between Best Buy stores, Home Delivery carriers and customers to ensure prompt resolution of the case.
• Provide world class customer service in addressing concerns and complaints
• Support the overall operations of the department by handling driver calls when needed and/or handling other case types.

What you’ll bring to Best Buy:

• enthusiasm to connect with customers and team members
• a desire to help and offer support and assistance to those who need it
• great investigatory skills
• flexibility to adapt to dynamic situations that will arise during busy times
• a commitment to represent our brand, values, uphold our operational standards, and maintain safety protocols in our working environment

What we proudly offer to you:

• a competitive wage, perks and product discounts
• an enthusiastic and supportive team who you will quickly call family
• a fun work environment complete with cheering, laughing, dancing and recognition
• opportunities to learn about products, gain certifications and build new skills

9200 Airport Road, Brampton, ON L6S 6G6