Bilingual Customer Service Representative (HVAC)

Glen Dimplex Americas; Cambridge; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in heating and comfort solutions is seeking a Bilingual Consumer Services Representative to deliver exceptional service in a fast-paced environment. This role involves addressing customer inquiries, troubleshooting technical issues, and exemplifying strong communication skills in both French and English. Joining the team offers the opportunity to contribute to the success of a globally recognized organization while enjoying comprehensive benefits and a supportive work culture.

Benefits

Fully funded Group Benefits

Group RRSP with Employer Match

3 Weeks Vacation Immediately

Employee Assistance Program

Workplace Wellness Program

Educational Reimbursement Program

Qualifications

• Bilingual in French and English (verbal and written).
• Experience in a call center or customer service setting.
• Ability to troubleshoot technical issues.

Responsibilities

• Respond to customer inquiries accurately and timely.
• Troubleshoot product issues with customers.
• Manage orders including processing and tracking.

Skills

Bilingual French/English

Technical aptitude

Strong communication skills

Customer service skills

Education

Electrical/mechanical background

Experience with Heat Pumps

Job description

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.