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Consumer Support Team Leader

Cambridge, ON, Canada Req #70
Monday, May 27, 2019

About Us


The Glen Dimplex Americas organization operates in North, Central and South America. Focused on 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. The organization’s portfolio of leading brands are strategically positioned to meet the market challenges of tomorrow by enhancing the moments that matter in life and in the environment.

The Dimplex brand focuses on innovation, inspired design and energy efficiency while the Cadet brand invites warmth and dependability at a value appreciated by its customers. Together these brands provide complete product offerings in the residential and commercial comfort categories, ranging from electric heaters, to fireplaces and controls. Dimplex also delivers on inspired design in the category of home furnishings with a complete line of mantels and media consoles.

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 Team Lead, Consumer - Tech Services is responsible for supervising and directing the Consumer services team in the delivery of front-line customer service to Dimplex consumers. This role requires a strong focus on building morale and commitment to team goals and is a key contributor to the overall success and reputation of the customer service team.


Key Responsibilities:

1.Quality of Work

a.Lead by example and demonstrate a positive attitude and willingness to assist where necessary.

b.Lead monthly review meetings with the consumer services team to discuss successes as well as areas that require improvement.

c.Ensure the team follows established procedures for each service request to maximize customer satisfaction.

d.Maintain and manage day-to-day staffing to ensure that service levels are met; make adjustments as required.

e.Provide coaching, feedback and disciplinary action as required.

f.Prioritize work and work accurately under pressure of deadlines with frequent interruptions.

g.Communicate effectively both verbally and in writing.


2.Teamwork and Cooperation

a.Maintain a mature, problem solving attitude while dealing with conflict.

b.Able to persuade others under both positive and negative circumstances.

c.Provide backup to the Team Lead, Dealer Services role as required.

d.Work collaboratively and effectively with all members of the company.

e.Provide regular status updates to internal stakeholders as required.



a.Complete work in a timely and consistent manner.

b.Work the hours necessary to complete the assigned work.

c.Be regularly present and punctual.

d.Be committed to doing the best job possible and keep commitments.


4.Customer Service

a.Listen and respond effectively to all internal and external customer inquiries.

b.Follow up to evaluate customer satisfaction.

c.Commit to exceeding customer expectations.

How to Apply

Glen Dimplex Americas offers a competitive compensation and benefits package, and we are continually striving to attract and retain the best talent available, building ongoing success for both our organization and our employees!

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 is committed to fair and accessible employment practices.

We thank all applicants for their interest in Glen Dimpex Americas, however, only those selected for an interview will be contacted.

Other details

  • Pay Type Salary
  • Cambridge, ON, Canada