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Consumer Support Representative

Cambridge, ON, Canada Req #101
Monday, August 19, 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 Bilingual Consumer Customer Services Representative is responsible for responding to telephone, email and live chat inquiries from consumers in an accurate and timely fashion. After troubleshooting the issue with the client, the Consumer Customer Services team are responsible for entering the data from the calls/emails into the Call Management system with accuracy. This role requires very strong French and English verbal and written communication skills and an aptitude for technical problem solving. This role is a key contributor to the overall success and reputation of the customer service team.

 

Key Responsibilities:

1.Quality of Work

a. Respond to customer inquiries in a professional, accurate and timely fashion.

b. Trouble shoot with the client to accurately determine the failure of their product and take the appropriate action required (ordering parts and service if entitled)

c. Organizing the RMA when a client needs to return their purchase.

d. Attend product training sessions provided to learn about the products and accurately troubleshoot.

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

 

2.Teamwork and Cooperation

a. Work collaboratively and effectively with all members of the customer service team.

b. Provide regular status updates to internal stakeholders.

c. Provide backup to other customer service team members as required.

 

3.Reliability

a. Complete work in a timely and consistent manner.

b. Ensure the Consumer service telephone queue is covered at all times during business hours.

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

d. Be regularly present and punctual.

e. 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