Customer Services Representative

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, 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, VariLite

We are currently seeking a Customer Service Representative.

As a member of the Customer Service and Warranty 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. It is a hybrid role 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 environment.

To be effective in this role, this individual must have a passion for helping others solve problems. You should be empathetic to the customer’s needs and look for creative ways to provide stellar support.

Position duties / responsibilities:

• You’ll provide efficient and technical support for our wide range of outdoor products for our customers, dealers and retailers via online, social media and some phone support. 
• You’ll 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.  
• You’ll support customers with product and service information, both in our current product lines but also in our historical product lines. This often requires information gathering and liaison with internal departments. 
• You’ll support your other team members in troubleshooting inquiries and help during peak periods. 
• You’ll respond to customer queries/comments through social media channels and product review sites like Yotpo. 

Candidate requirements:

• 2 years' experience in a Customer Service environment. 
• High School education is required but a college degree preferred.  
• Experience in working in Customer Service software applications like ZenDesk and SF Service Cloud. 
• Experienced in 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.  
• You will be comfortable working in the suite of Microsoft 365 products. (SharePoint experience is an advantage but not essential).  
• You’re comfortable wearing many hats and adapting quickly to team needs. 

Some of our amazing benefits include...

• 3 weeks paid time off per year
• 10 paid holidays
• 1 Floating holiday
• Hybrid position in Reno, NV (In office, T/W/Th)
• Great health benefits (medical, dental, vision)
• 401(K) with company matching
• Life insurance paid by Cascade Designs
• Activity Gear Loaner Program and 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.