Bilingual Escalation Specialist

We are currently seeking a Bilingual Escalation Specialist. Reporting to the Senior Manager. This role is responsible for ensuring resolution for every escalated call to avoid further escalation to senior management. Resolve escalated customer issues effectively through thorough investigation and sound decisions resulting in customer satisfaction while adhering to company guidelines and vision.

The position requires full fluency in both English and French.

What you’re responsible for:

• Respond to and negotiate all Quebec Formal Notices received electronically and by registered mail.
• Respond to and negotiate all legal claims received (Pre-Trial) and work closely with our internal legal counsel to settle and negotiate legal claims.
• Respond to BBB, Consumer Protection claims, social media, CEO emails and letters.
• Respond to all PL claims within 1 hour and ASC Early Warning System management.
• Investigate circumstances resulting from customer complaints and recommend actions for improvement going forward.
• Providing our Privacy Officer with all customer interactions and service information or resolving case.
• PL claim follow-up with customers and ASC’s from beginning to settlement.
• Ensuring all Health Canada cases from external channels are reported and relevant information is provided to our legal team.
• Ensuring all escalations to our executives or HQ are handled directly by OOP.
• Host weekly Calibration calls to help improve our ECR customer experience.
• Creation and implementation of two or more monthly Case Studies.
• Daily pending ticket monitoring and customer follow-ups
• Online media sensing including BBB site and consumer protection agencies.
• Managing and monitoring repeat claims.

To join our team:

·       Must be fluent in both English and French (verbal, written, reading, and comprehension)

·       Diploma or Degree from an accredited college or university preferred.

·       Minimum 2 years of experience in a call center or customer service role.

·       Previous experience supporting electronics products is an asset.

·       Moderate proficiency in Microsoft Excel and Word and basic computing skills.

·       Ability to plan, organize and prioritize multiple and simultaneous tasks and programs in a changing corporate environment.

·       Strong communication, problem-solving, and multi-tasking skills.

The salary for this role is $80k-$85k with no bonus. Your final compensation will reflect your years of experience and beyond the numbers, we’re proud to offer a holistic package that includes:

• Generous time off: Start with 3 weeks of vacation.
• Comprehensive benefits package: Includes medical, dental, vision and a health spending account.
• Retirement support: Company-sponsored RRSP matching program to help build your financial future.
• Award-winning culture: Proud to be one of Canada’s Best Managed Companies for 8 years running — now a Platinum Club member.
• Invested in you: Structured employee development programs designed to help you thrive. 

We’re committed to supporting your success every step of the way.  What are the next steps?

The Interview Process:

Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.

Step 2: The next step is a virtual or in person interview with the hiring manager.

Step 3: The final step is an in-person interview with the hiring manager and extended team members.

Ready to bring your talent to a team where your impact matters? Apply today — we can’t wait to meet you!