Customer Service Specialist

Job Description

Job Description

Customer Care & Experience Specialist (Full-Time, In-Store)

Be the first voice and face our customers experience—helping guide musicians and families while keeping everything running smoothly.

At Kincaid’s Music, we help people begin and advance in instrumental music.

As our Customer Care & Experience Specialist , you support customers, solve problems, and make sure nothing falls through the cracks—while helping our sales team stay focused on high-value conversations.

This role exists to own the customer care experience so that:

• Customers get fast, clear, helpful support 
• Routine requests are handled smoothly 
• Salespeople can stay focused on sales 

When this role is done well, the entire business runs better.

• Customers receive quick responses (calls, texts, email) 
• Phones are consistently answered or routed correctly 
• Routine needs are handled without involving sales 
• Customers are greeted and acknowledged immediately in-store 
•   Nothing falls through the cracks
• The sales team is freed up to focus on selling 

You’ll spend much of your day answering calls and messages, helping customers with questions, payments, and rental exchanges or returns, and coordinating with the team to make sure everything gets handled.

When things slow down, you’ll shift to follow-ups, small projects, and keeping things organized—so nothing gets missed.

Customer Communication

• Answer phones, texts, and emails 
• Route customers to the right team member 

Customer Care

• Process rental payments 
• Handle exchanges and returns 
• Answer general questions 

In-Store Experience

• Welcome customers as they enter 
• Help manage flow when sales staff are busy 
• Assist with simple purchases 

Follow-Through

• Coordinate with internal teams 
• Ensure customer needs are fully resolved 

Additional Tasks

• Help maintain website updates (Shopify) 
• Assist with customer-related projects 

What You’re Great At

• Clear, confident communication 
• Staying organized and detail-oriented 
• Responding quickly and keeping things moving 
• Staying calm under pressure 
• Making decisions and owning them 
• Genuinely enjoying helping people 

Non-Negotiables

• Reliable and consistent attendance 
• Strong communication skills 
• Comfortable in a fast-paced environment 
• Willing to take ownership 

Preferred

• Customer service experience 
• Musical background (helpful, not required) 
• Basic tech comfort

• $15–$20 per hour , based on experience 
• Monthly performance bonus opportunity

• Full-time, in-office 
• Monday–Friday 
• Approximately 9:30 AM – 6:00 PM or 10:00 AM – 6:00 PM
• Busier during back-to-school season 

This is a role for someone who takes pride in doing things right. Over time, strong performers take greater ownership of the customer experience and become a key part of how we serve our customers.

We’re a trusted guide for families and educators across Ohio, helping students succeed in music.

• You enjoy helping people 
• You stay organized and follow through 
• You take ownership of your work 
• You want to be part of a team that values doing things right

If you take pride in staying organized, following through, and helping people, apply today and tell us why this role fits you.