Customer Service Representative

Concept2, a market-leading manufacturer of stationary fitness ergometers and composite racing oars, is seeking a motivated, technically inclined Customer Service Representative to join our team. This role combines front-line customer support with technical troubleshooting and product knowledge development. Successful Concept2 employees combine self-sufficiency and personal accountability with strong teamwork skills. The position is based at the Concept2 Canadian subsidiary office in Kingston, Ontario.

Primary Responsibilities

• Serve as a core member of the Customer Service team supporting orders, product questions, and technical troubleshooting for RowErgs, SkiErgs, BikeErgs, StrengthErgs, composite racing oars, and spare parts

• Communicate with customers via phone, email, web, and occasionally in person

• Troubleshoot mechanical and electronic product issues using product knowledge, documentation, and diagnostic questioning

• Acquire and maintain deep knowledge of all Concept2 products, components, and common field issues

• Document customer interactions, technical issues, product feedback, and performance trends.

• Identify and communicate recurring product issues or improvement opportunities to internal teams

• Maintain a high level of professionalism and customer care in all interactions

Required Qualifications and Key Competencies

• 1–3+ years of experience in a professional customer service, technical support, or product support role

• Working knowledge of mechanical and/or electronic systems (hands-on troubleshooting experience preferred)

• Strong problem-solving and diagnostic skills

• Outstanding verbal and written communication skills

• Strong active listening skills and ability to ask effective diagnostic questions

• Excellent attention to detail and organizational skills

• Solid computer skills including Microsoft Office (Word, Excel, Outlook) and CRM or ticketing systems

• Ability to work independently while collaborating effectively with a team

• Experience supporting technical consumer products and analyzing product or warranty performance data

• Rowing or fitness industry background is a plus

• French language skills are a plus

Compensation for this position consists of a fixed salary range of $50k-$60k, plus participation in a quarterly variable wage program that is based on company and employee performance, and that adds significantly to total compensation.

Concept2 has an informal office setting, flexible work schedule, and excellent benefits, including RRSP support and generous paid time off. The workplace is informal, yet professional and friendly, with a supportive environment that rewards hard work.

Concept2 is dedicated to promoting equal employment opportunities and providing a work environment that allows all employees to excel, regardless of their race, color, religion, sex, sexual orientation, national origin, age, disability, status as a protected veteran, or any other legally protected status. We believe in fostering an inclusive workplace where everyone can thrive and reach their full potential.