Customer Service Representative

JOB DESCRIPTION

Insight Global is looking for a Customer Service Representative to join a leading fitness equipment manufacturer in Kingston, Ontario. This individual will support customers with orders, product questions, replacement parts, and basic troubleshooting for fitness equipment and related products.

The ideal candidate is a strong communicator who enjoys helping customers, solving problems, and learning how physical products work. This person should be comfortable working independently, taking ownership of customer issues, and contributing to a small, collaborative office environment.

Responsibilities

• Provide high-quality customer service through phone, email, web inquiries, and occasional in-person interactions
• Assist customers with orders, product questions, replacement parts, and general product support
• Troubleshoot basic mechanical and electronic product issues by asking effective questions and using available product documentation
• Develop strong knowledge of the company's fitness equipment, products, components, and common customer issues
• Own customer inquiries from initial contact through resolution
• Accurately document customer interactions, issues, feedback, and resolutions
• Identify recurring customer or product issues and communicate trends to the appropriate internal teams
• Collaborate with local and global team members while being comfortable working independently
• Support general administrative and office responsibilities as needed within a small-team environment

REQUIRED SKILLS AND EXPERIENCE

• 1+ years of professional customer service, customer support, product support, or related experience
• Strong verbal and written communication skills
• Demonstrated problem-solving skills and ability to troubleshoot customer issues
• Ability to work independently, take initiative, and manage responsibilities with minimal oversight
• Strong attention to detail and organizational skills
• Comfortable learning the components and functionality of physical products/equipment
• Experience using Microsoft Office and general computer-based business systems
• Ability to work professionally and collaboratively in a small-team environment

NICE TO HAVE SKILLS AND EXPERIENCE

• Experience supporting physical consumer products, equipment, sporting goods, fitness products, or mechanical products
• Experience with Zendesk or another CRM/customer ticketing system
• Hands-on mechanical or electronic troubleshooting experience
• Experience with bookkeeping, AP/AR, reconciliations, or general accounting administration
• Experience with QuickBooks, Sage, Xero, or another accounting/ERP platform
• Background or personal interest in fitness, rowing, cycling, sports, or outdoor recreation
• French language skills

Vacancy Status:

This posting is for a currently vacant role, and the successful candidate will be hired into an existing open position.

We may use artificial intelligence tools to assist with the screening, assessment, or selection of potential applicants for this position