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 are able to articulate product features and functions in order 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.

• Respond to customer inquiries in a professional, accurate and timely fashion
• Trouble shoot 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
• Complete work in a timely and consistent manner
• Ensure the Consumer service telephone queue is covered at all times during business hours
• Follow up to evaluate customer satisfaction
• Commit to exceeding customer expectations
• Other ad hoc duties
• Complete all tickets/entering all pertinent and required information to manage each case effectively with precise details in order 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