Customer Operations Representative

Cascade Designs Inc • Reno, NV

13h • Onsite

About The Position

Cascade Designs, home to MSR, Therm-a-Rest, Platypus, SealLine, Packtowl and Varilite, is headquartered in Reno, NV. 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. 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.

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 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.

Nice To Haves

• You’re familiar with our brands and our products is preferred
• Experience working in project management tools is preferred but not essential.

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.

Benefits

• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree