Customer Service Guide 1

Reports to: Customer Service Manager

Location: Dover, NH (Must be willing to commute/relocate)

This is an opportunity to join a respected outdoor brand that’s in need of folks to join their Customer Service team. The Customer Service Guide I will focus primarily on making the NEMO customer experience as positive and helpful as possible and will be a crucial addition to NEMO’s small but mighty CS team. The ideal candidate will be empathetic, detail-oriented, and have a positive attitude.

Requirements:

• Professionalism in communication and collaboration with coworkers
• Comfortable talking on the phone and using computer applications to manage customer requests
• Willing to represent NEMO at external, consumer-facing events

Welcome, but Not Required:

• Prior customer service experience
• Familiarity with outdoor/camping equipment

Day-to-Day Responsibilities:

• Answer phones and emails in a timely, friendly manner
• Provide live chat support 1–2x a week
• Co-manage voicemails and callbacks
• Process customer transactions, including orders, credits, return authorizations, and refunds
• Assist with pro purchase applications, accounts, and orders
• Process daily shipments received at and sent from HQ
• Process incoming warranty and repair items, moving them through the system to come to a resolution in a timely manner
• Additional CS related tasks as necessary
• Positively contribute to NEMO’s company culture
• Other duties as assigned by senior management

About the Company:

NEMO Equipment is a New England-based retailer that makes camping gear for everyone with the drive to explore the uncharted path. NEMO’s reputation for design innovation is a result of its philosophy to never bring anything to market that doesn’t offer a meaningfully better experience, whether that’s the first swinging and reclining portable camp chair (Stargaze™), the first sleeping bags for side sleepers (the Spoon™ shape series), or the first composite-weave, 100% recycled tent fabric (OSMO™).

For over two decades, as our team has grown, we have actively lived out the belief that intelligently designed gear enables the adventures that make us all our best selves — humans who are conscious, inspired, connected, and mindful. The sticker in our conference room captures our ethos: “Design Like You Give a Damn.”

We do just that.

For more information about working at NEMO, please visit our website.