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Warranty Repairs Rep

MSR
Full-time
Remote friendly (Seattle, WA)
United States
Cascade Designs makes amazing outdoor gear. We offer a casual work environment, and tons of opportunity to do your best work. We also provide great benefits, which include: 15 paid time off days (which grows the longer you are with us), one Personal Day of Importance Floating Holiday, Group Medical and Dental, flexible work location, company-matching 401(k) program, and free parking. We also offer a cool Activity Gear Loaner Program, discounts on products purchased through Pro Deals, and free Cascades Designs product.

Therm-A-rest, MSR, Platypus, SealLine, PackTowl, & VariLite

Job summary

Once our products reach a customer’s hands, they’ll find they’ve purchased more than just confidence inspiring quality. Our amazing team of outdoor enthusiasts is here to provide support and administer a worldwide warranty and repair program that’s second to none. This service in line with our philosophy of reducing the wasteful use of resources by manufacturing and selling products that last and are serviceable should they be damaged.

We want our customers to be delighted. That's where you come in -- you will be key to our customer's satisfaction with our product, providing solutions whether you're guiding them through how to repair their sleeping pad at home, changing out a snowshoe strap, or starting them on a warranty on their tent. You’ll clear away troubles so our customers can get back outside! Because of you, they'll walk away passionate about our brands and products.

Essential job functions
  • You’ll provide technical support for our wide range of outdoor products for our Customers, Retailers, and Dealers via phones and online inquiries.
  • You’ll troubleshoot product issues, evaluate warranty claims and process orders for our Repair Shop.
  • Order replacement parts for individual customers and for Outdoor Retailers.  
  • Cross train with our Repair shop to gain a better understanding of the full scope of our services and product.
Minimum requirements
  • Experienced in supporting customers through email, phone, and other sources.
  • 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’ve got a passion for a Life Outside!
  • You’ve got previous employment in the Outdoor Industry.
  • You’re familiar with our brand names and products.
  • You’re comfortable with Microsoft Office and Salesforce. 
Some of our amazing benefits include...
  • 3 weeks of paid time off per year 
  • 1 Personal Day of Importance Floating Holiday
  • 10 paid Holidays
  • Great health benefits (medical, dental, vision). 
  • 401(K) with company matching. 
  • Life insurance paid by Cascade Designs. 
  • Commuter Benefits options: Free Parking, an Orca Card for transit, and Bike Lockers and onsite showers for our bike commuters in Seattle.
  • Activity Gear Loaner Program and discounts on products purchased through Pro Deals
  • $100 to spend Cascades Designs product!
Physical requirements

                Must be able to sit for an eight-hour shift 

                Must be able to use the computer for an eight-hour shift. 

Hybrid Work Opportunity - Work on-site in our Seattle office with the opportunity to work from home several days a week.  

This is intended to describe the general nature and level of work done by people assigned to this job.  It is not intended to provide an exhaustive list of the duties, or requirements.  All employees are expected to follow the direction of their supervisors.

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This job is closed.