Customer Service Representative

About the role

Concept2 is seeking a motivated, technically inclined Customer Service Representative to join its Canadian subsidiary in Kingston, Ontario. The role blends front‑line support with technical troubleshooting across a range of fitness and rowing products.

Key responsibilities

• Support orders, product inquiries and technical troubleshooting for RowErgs, SkiErgs, BikeErgs, StrengthErgs, composite racing oars and spare parts.
• Communicate with customers via phone, email, web and occasional in‑person interactions.
• Troubleshoot mechanical and electronic issues using product knowledge, documentation and diagnostic questioning.
• Document interactions, technical issues, product feedback and performance trends.
• Identify recurring product issues and communicate improvement opportunities to internal teams.

Required profile

• 1–3+ years of experience in professional customer service, technical support or product support.
• Strong problem‑solving, diagnostic and active‑listening skills.
• Excellent verbal and written communication with high attention to detail.
• Ability to work independently while collaborating effectively with a team.

Required skills

• Working knowledge of mechanical and/or electronic systems.
• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Experience using CRM or ticketing systems.

What we offer

• Fixed salary range of $50,000–$60,000 CAD per year plus a quarterly variable wage program.
• Flexible work schedule, informal office setting and generous paid time off.
• RRSP support and other employee benefits.