Customer Service Representative

Role Overview

• 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

Requirements

• 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
• Must be authorized to work in the U.S.A. now and in the future. Visa sponsorship is not available.

Benefits

• Fully paid medical, dental, and vision premiums for employees and their families
• Flexible work schedule
• Informal office setting