Job DescriptionJob DescriptionBenefits:
Short- & Long-Term disabilitySimple IRA matchingBonus based on performanceCompetitive salaryDental insuranceEmployee discountsFree uniformsHealth insurancePaid time offVision insurance
Customer Care & Experience Specialist (Full-Time, In-Store)Be the first voice and face our customers experiencehelping guide musicians and families while keeping everything running smoothly.
Location: Springfield, OH
Position: Customer Care & Experience Specialist
Starting Pay: $15-20/hr. to start, based on experience. Additional performance bonus possibilities.
Your Role
At Kincaids 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 crackswhile helping our sales team stay focused on high-value conversations.
Why This Role Exists
This role exists to own the customer care experience so that:
Customers get fast, clear, helpful supportRoutine requests are handled smoothlySalespeople can stay focused on salesWhen this role is done well, the entire business runs better.
What Success Looks Like
Customers receive quick responses (calls, texts, email)Phones are consistently answered or routed correctlyRoutine needs are handled without involving salesCustomers are greeted and acknowledged immediately in-storeNothing falls through the cracksThe sales team is freed up to focus on selling
A Day in the Life
Youll 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, youll shift to follow-ups, small projects, and keeping things organizedso nothing gets missed.
What Youll Do
Customer Communication
Answer phones, texts, and emailsRoute customers to the right team memberCustomer Care
Process rental paymentsHandle exchanges and returnsAnswer general questionsIn-Store Experience
Welcome customers as they enterHelp manage flow when sales staff are busyAssist with simple purchasesFollow-Through
Coordinate with internal teamsEnsure customer needs are fully resolvedAdditional Tasks
Help maintain website updates (Shopify)Assist with customer-related projectsWhat Youre Great At
Clear, confident communicationStaying organized and detail-orientedResponding quickly and keeping things movingStaying calm under pressureMaking decisions and owning themGenuinely enjoying helping people
Requirements
Non-Negotiables
Reliable and consistent attendanceStrong communication skillsComfortable in a fast-paced environmentWilling to take ownershipPreferred
Customer service experienceMusical background (helpful, not required)Basic tech comfort
Compensation
$15$20 per hour, based on experienceMonthly performance bonus opportunity
Schedule
Full-time, in-officeMondayFridayApproximately 9:30 AM 6:00 PM or 10:00 AM 6:00 PMBusier during back-to-school season
Growth
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.
Why Kincaids Music
Were a trusted guide for families and educators across Ohio, helping students succeed in music.
Music should be funwe help make that happen.
Apply If
You enjoy helping peopleYou stay organized and follow throughYou take ownership of your workYou want to be part of a team that values doing things rightIf you take pride in staying organized, following through, and helping people, apply today and tell us why this role fits you.
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