Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Thunder Bay




The Double Agent role will be supporting both field and precinct operations. The Double Agent’s primary role will be within the Precinct as a CIA. When required, the Double Agent will be assigned to the field and is expected to perform service calls including but not limited to: PC setup services, Calibration, Smart Home Installation, Home Surveillance and Networking.

B. Key Functional Responsibilities

% of Time


Precinct Responsibilities

Customer Service

- Assists clients with service/repair issues. Resolves client issues and complaints in a positive manner that builds business and enhances client loyalty while adhering to Company policies & procedures
- Leverages client reporting (GS Scorecard, BDR, PSP@RISK, 2020 and etc) to validate and build the correct store behaviors to deliver outstanding customer service
- Coaches CIAs on sales techniques and acts as a revenue driver for Services and is an example for exceeding the client’s expectations
- Is an expert in Geek Squad culture and processes, drives this behavior to the CIA team


Technical Support

- Performs repairs, upgrades and related Services
- Provides technical information to clients on available products & services to meet their needs. Conducts and maintains repairs as per SOW’s required for conducting Manufacturer repairs


Administration & Parts/Tools Inventory

- Follow all required SOPs and Task Planners
- Processes client transactions, entry of work orders/billing into company systems on a timely basis
- Orders parts/accessories as required to fill client orders, completing documentation & maintaining records as per SOP and is an expert in SMARTS and other admin tasks related to the Precinct



Field Responsibilities (On demand as required)

- Facilitate the complete solution of product sales, upgrades, installations and service both in the store and client’s home/office via company vehicle. Rides alone to complete single person SOW, as necessary
- Perform setup services such as PC Setup, Smart Home Installation, Home Surveillance and Networking and sells/upgrades as appropriate
- Supports DFM within their markets
- Double Agent will be responsible for vehicle inventory and may be required to maintain vehicle


C. Education and Experience

1. Education

G12 / Equivalent

Area of study Preferred:

Diploma (2 yr)

Business Administration, Computer Science

Bachelor’s Degree (3-4 yr.)

A+ Certification and Network + Certification

Post Graduate Degree

Other Required Certifications

5 years Driving Experience

2. Experience


Describe years of previous experience required for the role:

3+ Years

Selling Experience as an asset

1+ Year

In-Store Geek Squad Experience Preferred with A+ Certification

Excellent Communication and Technical Skills. Can live the Best Buy Values and understands the 6 point pledge

5+ Years

Possess a valid driver’s licence with a clean motor vehicle record. Legally bondable.

5 years Driving Experience

  • business administration
  • customer service
  • education
  • orders