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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.

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 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.

Why This Role Exists

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.

What Success Looks Like

• 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

A Day in the Life

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.

What You'll Do

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

Requirements

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

Compensation

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

Schedule

• 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

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 Kincaid's Music

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

Music should be fun—we help make that happen. Apply If…

• 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.

Who Is Kincaid's Music?

Kincaid's is the premier community for student musicians, their parents, and music education professionals. It's a place where you can purchase your band & orchestra instruments and accessories, have your instrument repaired, as well as learn the tools and strategies to help musicians reach their full potential. With tens of thousands of customers in Ohio and around the United States, we've become one of the most trusted voices in school music and music education.

What We Do

We take the difficulty out of obtaining an instrument for your child and make it easy to obtain the necessary accessories to keep it playing great.

We make an instrumental music education accessible to EVERY CHILD.

As experts in music education, we can help guide student musicians, as well as their parents and music educators.

Why We Do It

We're on a mission to increase the number of children we help begin and advance in instrumental music by 50% in the next five years. Why? Because we believe in the power that music has to change the life of a child just like yours for the better. We do it because of parents like you who want to set your children up for success in every area of life. And we do it for the educators who work hard every day to make music a reality in our schools and communities.

We Believe...

...music is a movement - every child should have the opportunity to learn....anyone can learn music (even those who say they can't carry a tune in a bucket)....music is unlike most other skills in that it can be enjoyed for a lifetime....the top three factors for becoming a strong instrumental musician are great educators, supportive parents/guardians, and the intrinsic desire of the student to learn....companies who prioritize making a buck over helping children succeed in music don't deserve to succeed, themselves....laughter is the best medicine, though it's in a tie for "best" with music....in finding the win/win in every situation - our customers don't have to lose so we can win, nor do we have to win at the expense of our customers....no one has all the answers....in knowing what others don't and doing what others won't....we can help school bands and orchestras grow and succeed....everyone should learn something new every day. We believe in the extraordinary power of music!