Escalation Associate – Home Delivery

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, 2027
Language: English is required. Bilingual in English and French is preferred.
Location: Work from Home
Schedule: 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 needs

What you’ll do as an Escalation Associate

• 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.

What we’re looking for

• 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.

Why you’ll love it here

• 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.

Join our amazing team!

We are looking for people just like you.

About Best Buy Canada

As 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 range

Hourly pay rate: $18.00 - $18.68

Pay may vary by province. Pay listed is for the location advertised.

9200 Airport Road, Brampton, ON L6S 6G6

This posting is for a vacancy.

About Us

At Best Buy Canada, we bring tech to life – and make it fun!

We are one of Canada’s largest and most successful retailers, operating the Best Buy, Best Buy Mobile, Best Buy Express, and Geek Squad brands. We offer consumers a unique shopping experience with the latest technology gadgets, entertainment products, and an expanded assortment of lifestyle products.

We have one of the best work environments in the country! Our culture is one of inclusivity and belonging and provides employees with an environment where they can bring their whole selves to work.

When you’re part of our team, you’ll get amazing discounts and promotional pricing on everything from TVs and refrigerators to luggage and furniture. You’ll get a sneak peek at the newest tech devices before they hit the market!

Employment opportunities are available across Canada, including at our Canadian Headquarters (CHQ) in Vancouver, BC, our two distribution centres (one in the west and one in the east), and in many of our retail store locations from coast to coast.

We believe we have the unique opportunity to help customers enrich their lives and pursue their passions with the help of technology. Join us today! Let’s talk about what’s possible.