About Us
Focused on leading the transition to a sustainable future, Glen Dimplex Americas is enhancing the moments that matter in life with a commitment to delivering the best design and efficiency in the areas of temperature control and comfort creation. With operation throughout North America the success of the Glen Dimplex Americas organization is a testament to the strength of our people and investment in innovation and technology.
Our portfolio of industry recognized brands includes Dimplex, Cadet and Faber. Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls.
Glen Dimplex Americas is a division of the Glen Dimplex Group - the world's largest manufacturer of electrical heating, which holds significant global market positions in domestic appliances, heating, cooling, ventilation, and renewable energy solutions. Headquartered in Dublin, Ireland the Glen Dimplex Group privately owns over 40 brands with operations in 80 countries.
The Opportunity
The Bilingual Consumer Services Representative (CSR) is responsible for responding to telephone, email, and Live Chat from consumers/dealers/distributors and technicians in an accurate and timely fashion providing an exemplary customer service experience. They can articulate product features and functions to meet the consumer/customer’s needs. The CSR will provide exceptional service and support by handling inbound and outbound calls that includes but not limited to technical troubleshooting, product enquiries, processing orders, inter-departmental communications, order management/tracking, warranty and returns processing. Through extensive support and training, CSR will be knowledgeable on product functionality and warranties, business processes, CRM (dynamics and Zendesk) SAP and any other tools required.
This role is set in a fast-paced environment that requires excellent time management and account management skills, a technical aptitude, empathy, pro-active /creative thinking, team player attitude, willingness to be flexible, patience, excellent at multi-tasking as well as very strong verbal and written French and English communication skills. This role is a key contributor to the overall success and reputation of the customer service team, as well as Glen Dimplex Americas being the voice of the company on many occasions.
In this role you will:
Respond to customer inquiries in a professional, accurate and timely fashion
Troubleshoot with the client to accurately determine the failure of their product and take the appropriate action required
Be a self starter and able to determine which resources to access depending on the needs/issues communicated by the customer (e.g. product dimensions – go to the website, troubleshooting – use the troubleshooting guide, parts list – go to service manual
Organizing the RMA when a client needs to return their purchase
Attend product training sessions provided to learn about the products and accurately troubleshoot
Prioritize work and work accurately under pressure of deadlines with frequent interruptions
Work collaboratively and effectively with all members of the customer service team and many inter-departmental staff
Provide regular status updates to internal stakeholders
Provide backup to other customer service team members as required
Ensure the Consumer service telephone queue is always covered during business hours
Listen and respond effectively to all internal and external customer inquiries
Follow up to evaluate customer satisfaction
Commit to exceeding customer expectations
Complete all tickets/entering all pertinent and required information to manage each case effectively with precise details to manage the customer in a timely and professional manner while giving all details needed for reporting purposes.
Manage orders including processing, tracking reporting updating customers
Work closely with Service team to ensure customers service requests are processed and completed efficiently
Clearly communicate technical instructions
Other duties as assigned
What You Need
Bilingual French/English (fluent verbal and written)
A technical aptitude is required
Electrical/mechanical background (HVAC)
In-depth knowledge and experience with Heat Pumps preferred
Ability to troubleshoot product issues and lead the consumer through the logical steps to get to the bottom of the issue
Strong communication and interpersonal skills
Experience working in a fast-paced environment
Ability to follow instructions commonly found in owner’s manuals and service manuals and relay this information to the customer in easy-to-follow steps
Be regularly present and punctual
Call center experience and experience working in a queue is an asset
What We Offer
Core Total Rewards
Fully funded Group Benefits (medical, dental, vision, life insurance, dependent life, AD&D, short term disability, & long term disability)
Group RRSP with 100% Employer Match up to 4%
Freedom to Choose, Consult +, and Telus Pharmacy Group
3 Weeks Vacation Immediately
Employee Assistance Program
Workplace Wellness Program
Support of professional memberships/certifications
Additional Rewards
Educational Reimbursement Program
Employee Charitable Donation Program (monetary and product donations)
Employee Service & Recognition Awards
Referral Bonus Program
Summer Fridays
Employee Engagement Committee initiatives
Smart casual dress atmosphere
A unique opportunity to be a key player in a growing global organization
An innovative fast-paced culture focused on people
How to Apply
Our team members include people like you: enthusiastic, innovative, motivated and creative. If you are interested in joining our team or learning more about this opportunity, please apply now. Glen Dimplex Americas offers a competitive total rewards package, and we are continually striving to attract and retain the best talent available, building ongoing success for both our organization and our employees!
Glen Dimplex Americas is committed to fair and accessible employment practices.
We thank all applicants for their interest in Glen Dimplex Americas, however, only those selected for an interview will be contacted.
