Escalation Associate
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Job Description
Escalation Associate resolving complex customer concerns for Best Buy Canada’s tech retail operations. Investigating cases and coordinating with stores, distribution centers, care teams, and delivery partners.
Responsibilities:
- Investigate and resolve escalated customer concerns within established service standards
- Work with stores, distribution centers, customer care teams, and delivery partners to resolve complex issues
- Provide timely and accurate updates to customers and internal partners on case status and resolution plans
- Analyze root causes of escalations and recommend solutions
- Support pre- and post-delivery issue resolution, including order discrepancies and inventory-related concerns
- Collaborate with cross-functional teams to ensure a seamless customer experience
- Maintain detailed and accurate case records
- Handle sensitive customer information according to privacy and security standards
- Deliver exceptional customer service through empathy, professionalism, and problem-solving
Requirements:
- Minimum 2 years of administrative or case management experience in a fast-paced environment
- Minimum 1 year of customer service experience handling complex customer concerns
- Strong problem-solving and conflict resolution skills
- Excellent attention to detail with high accuracy in documentation and data entry
- Intermediate to advanced skills in MS Excel, Word, and other Windows applications
- Excellent communication skills with the ability to collaborate across multiple teams
- Ability to manage multiple priorities and adapt to changing business needs
- Positive attitude, professional approach, and commitment to teamwork
- Availability Monday to Saturday for various shifts
- Seasonal full-time availability
- Ability to handle sensitive customer information while adhering to privacy and security standards
Benefits:
- Employee discounts on awesome tech and appliances
- Competitive compensation and benefits
- Training programs to build new and transferable skills
- Opportunities for career growth within the organization
- A workplace that prioritizes safety, well-being, and belonging
- Inclusive, fun, and supportive team environment
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