Customer Service Representative

Concept2 • Morrisville, VT

47d • $50,000 - $60,000 • Hybrid

About The Position

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 our headquarters in Morrisville, Vermont, with potential for some remote work.

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

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

Nice To Haves

• Rowing or fitness industry background is a plus

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

Benefits

• Concept2 has an informal office setting, flexible work schedule, and excellent benefits. including fully paid medical, dental, and vision premiums for employees and their families.
• The workplace is informal, yet professional and friendly, with a supportive environment that rewards hard work.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed