[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 Best Buy Canada operates as a specialty retailer and e-tailer of consumer electronics, personal computers, and entertainment software. It is a sub-organization of Best Buy Enterprise Services. It was founded in 2001, and is headquartered in Burnaby, British Columbia, CAN, with a workforce of 10001+ employees. Its website is