Customer Service Specialist - Pipeline Not Currently Hiring

Additional performance bonus possibilities.Your RoleAt 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 ExistsThis 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 LifeYou’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 DoCustomer 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 RequirementsNon-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 comfortCompensation$15–$20 per hour, based on experience Monthly performance bonus opportunitySchedule 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 GrowthThis is a role for someone who takes pride in doing things right. 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 DoWe 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. As experts in music education, we can help guide student musicians, as well as their parents and music educators.Why We Do ItWe'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. We do it because of parents like you who want to set your children up for success in every area of life. 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!