Cascade Designs

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Customer Operations Representative

Salary

$39k - $72k

Min Experience

2 years

Location

Reno, Nevada, United States

JobType

full-time

About the job

Info This job is sourced from a job board

About the role

Want to work and play in the foothills of the Sierra Nevada Mountains? Cascade Designs, home to MSR, Therm-a-Rest, Platypus, SealLine, Packtowl and Varilite and is now headquartered in Reno, NV. Just over an hour from Lake Tahoe with 300 days of sunshine each year, this is the perfect work and play destination for outdoor adventurers at every level. We are seeking passionate, driven, curious people who not only love the outdoors but strive to bring the same passion and curiosity into their work with them every day.

Our Brands: 

Therm-a-Rest, MSR, Platypus, SealLine, PackTowl and VariLite

We are currently seeking a Customer Operations Representative 

As a member of the Customer Operations Team this role will provide dedicated support to a wide range of customers throughout their purchasing journey right through to warranty claims and repairs. 

This is an important front-line role, being the voice of our company, brands and our products, and you’ll be encouraged and empowered to wow our customers with your exceptional customer service and product knowledge. This role is working on-site in our headquarters in Reno NV. 

The ideal person should have a minimum of two years of experience in a customer service or product warranty environment utilizing a Customer Service platform, such as Zendesk or Service Cloud. To be effective in this role, they should be a team player and have a passion for helping others solve problems while being empathetic to the customer’s needs and looking for creative ways to provide stellar support.

Position duties / responsibilities:

  • Provide efficient and technical online support for our wide range of outdoor products for our customers
  • Serve as a product expert - answering questions and advising customers, helping them find the best product for their adventure. You’ll also offer trouble shooting assistance and instruction on how to use our products. 
  • Is a subject matter expert and handles complex customer issues or complaints. Can handle high case volumes when needed and is heavily relied upon during surge periods.
  • Support customers with product and service information, for both in our current and legacy product lines often requiring research and coordination with internal teams. 
  • Assist with warranty-related inquiries, including basic claim guidance, repair options, and replacement part support.
  • Help customers navigate simple at-home repairs and determine appropriate next steps (repair vs. warranty)
  • Coordinate with our repair teams to ensure timely resolution of customer repair issues.
  • Support your other team members in troubleshooting inquiries and help during peak periods which can mean responding to customer queries/comments through social media channels and product review sites like Yotpo. 


Candidate requirements:

  • 2 years' experience in a Customer Service or product warranty environment. 
  • 1 year+ experience in working in Customer Service software applications like ZenDesk, Shopify and SalesForce. 
  • High School education is required but a college degree is preferred. 
  • Experience supporting customers through email, social media, phone, and other sources. 
  • Strong written and verbal communication skills. 
  • You’re adept at asking clarifying questions to understand customer needs and identifying solutions. 
  • You’re an empathetic listener and a passionate advocate for customers. 
  • You’re familiar with our brands and our products is preferred
  • You will be comfortable working in the suite of Microsoft 365 products. (SharePoint, Teams experience is an advantage). 
  • You’re comfortable wearing many hats and adapting quickly to team needs. 
  • Experience working in project management tools is preferred but not essential.


Benefits include

  • 3 weeks paid time off per year
  • 10 paid holidays
  • 1 Floating holiday
  • Great health benefits (medical, dental, vision)
  • 401(K) with company matching
  • Life insurance paid by Cascade Designs
  • Discounts on products purchased through Pro Deals
  • $100 to spend on Cascades Designs products and an employee discount on all Cascade Designs gear!


The position responsibilities outlined above are in no way to be construed as all-encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

Cascade Designs Inc.

Cascade Designs began in 1972 with the simple desire to provide a more comfortable night outdoors. Since then, we have grown to become the parent company of some of the most respected brands in the outdoor industry. Though much has changed over the years, our methods for achieving excellence have not. We believe that manufacturing many of our products in our own U.S. and European facilities is an essential element in maintaining the quality users deserve, and that by striving to exceed our customers’ expectations of service, we will be successful for many years to come. 

Our core purpose is to provide innovative, useful and long-lasting products that improve the adventures and wellbeing of our customers. 

Cascade Designs Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law. 

About the company

Designs and manufactures high-quality outdoor recreation equipment and gear.

Skills

Zendesk
Shopify
Salesforce
Microsoft 365
SharePoint
Teams