Bilingual Escalations Associate

You’ll love it here! We are hiring immediately for a Seasonal Full-Time Bilingual Escalations Associate! As a Bilingual Escalations Associate, you will play a critical role in supporting the customer experience by resolving complex home delivery and service-related concerns. You'll work closely with customers, stores, distribution centers, customer care teams, delivery partners, and leadership teams to investigate escalated issues, identify solutions, and deliver exceptional service.

Your work will directly contribute to customer satisfaction, brand reputation, and continuous improvement across the business.

Availability Requirements Monday to Saturday:

-various shifts This is a seasonal full-time position Bilingual French and English proficiency are required (verbal and written) Due to business needs, schedules may change.

• Investigate and resolve complex customer escalations through a customer-centric approach
• Act as a liaison between customers, stores, distribution centers, delivery partners, and corporate teams to coordinate resolutions
• Manage escalated concerns received through customer care, leadership teams, social media, regulatory bodies, and other escalation channels
• Conduct root cause analysis and determine appropriate corrective actions to drive positive customer outcomes
• Provide timely, professional, and accurate updates to customers and internal stakeholders throughout the resolution process
• Maintain detailed and accurate case documentation in applicable systems and ensure all records are updated appropriately
• Monitor and follow up on open cases daily to ensure issues are resolved within established service standards
• Collaborate with business partners to develop effective solutions that balance customer needs and business requirements
• Identify recurring customer pain points and provide recommendations to improve processes and prevent future escalations
• Handle sensitive customer information while strictly adhering to privacy, security, and regulatory requirements

• Bilingual in English and French with excellent verbal and written communication skills
• Minimum 3 years of customer service experience in a fast-paced environment
• Minimum 2 years of experience handling customer escalations and complex issue resolution
• Strong investigative, analytical, and problem-solving abilities
• Exceptional organizational skills with proven follow-up and case management experience
• Ability to communicate effectively with customers, senior leadership, and cross-functional teams
• Strong attention to detail with accurate documentation and record-keeping skills
• Intermediate to advanced proficiency in Microsoft Office applications and case management systems
• Post-secondary education in Business Administration, Office Administration, or a related field is considered an asset
• Ability to work independently, prioritize multiple tasks, and adapt to changing business needs

• Employee discounts on awesome tech and appliances
• Competitive compensation and benefits
• An inclusive, fun, and supportive team you’ll quickly call family
• Training programs to build new and transferable skills
• Opportunities to expand your expertise in customer experience and issue resolution
• A workplace that prioritizes safety, well-being, and belonging

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. We are passionate about helping customers enrich their lives through technology and empowering our employees to grow their careers.

Vous allez adorer travailler avec nous! Nous recrutons dès main tenant un(e) associé(e) bilingue à la gestion des escalades saisonnier(ère) à temps plein! À titre d’associé(e) bilingue à la gestion des escalades, vous jouerez un rôle essentiel dans l’expérience client en résolvant des enjeux complexes liés aux livraisons à domicile et aux services. Vous travaillerez en étroite collaboration avec les…