A Customer Service Representative interacts directly with customers to answer questions and solve problems. Communicates with customers in person, over the phone or online. Provides help with troubleshooting technical problems for equipment or software. Keeps records of customer communications and transactions.
This is a full-time, in-person position. The anticipated schedule is Tuesday through Saturday, although there may be some flexibility in the weekday schedule. Regular Saturday availability is required. Due to the seasonal nature of our business, September, June, and the period between Black Friday and Christmas are particularly busy times for JSI. Employees in this role should expect limitations on scheduling vacation or other planned time off during these peak periods. Johnson String Instrument (JSI) is looking for a Customer Service Associate to join our team in Waltham. Our customers include students picking up their first instrument, parents navigating a rental, music educators supporting their programs, and experienced musicians looking for the right products and services. As a Customer Service Associate, you'll help make those experiences easy, positive, and personal. This is a hands-on customer service role for someone who enjoys helping people, solving problems, and following things through. You'll communicate with customers by phone, email, and webchat while helping with instrument rentals, orders, products, and general questions. What You'll Do You'll become knowledgeable about JSI's rental program, products, and services so you can confidently guide customers and help them find what they need.
Your day may include:
Helping students, parents, teachers, and musicians with rental, product, order, and service questions Processing rental registrations, exchanges, returns, account updates, and product orders Helping customers select appropriate instruments, strings, accessories, cases, and other products based on their needs Researching questions, resolving problems, and working with colleagues across JSI when additional support is needed Keeping customer accounts and interactions accurately documented and following open requests through to resolution Supporting online orders and other activities that help the Customer Service team operate effectively The goal is not simply to answer a question and move on. We want our customers to feel that someone listened, understood what they needed, and took ownership of helping them. What We're Looking For You don't need to be a professional musician to succeed here. We're looking for someone who brings strong customer service instincts, enjoys learning, and can provide thoughtful and dependable support. You'll likely be a good fit if you have experience in customer service, retail, sales, a call center, order processing, or another customer-facing environment. You should be comfortable communicating by phone and in writing, managing several customer needs at once, learning new systems and products, and following through when something needs to be resolved. We also value people who are dependable, collaborative, detail-oriented, and willing to ask questions when they need help. Experience with string instruments, music education, or musical accessories is a plus, but it is not required. Benefits Full-time employees are eligible to participate in JSI's benefits program beginning on the date of hire.
Benefits currently include:
Medical and dental insurance with employer contributions Employer-funded healthcare support through the Difference Card Company-paid long-term disability insurance Flexible Spending Account (FSA) and Dependent Care Account (DCA) options Employee Assistance Program (EAP) provided at no cost to employees Massachusetts Paid Family and Medical Leave benefits JSI contributes toward medical and dental coverage, funds a significant portion of certain healthcare costs through the Difference Card, and provides long-term disability and EAP coverage at no cost to employees. Additional information about eligibility, coverage options, employee contributions, and plan terms will be provided during the hiring and enrollment process. Working at JSI This is a full-time, in-person position based at our Waltham office. The role is primarily performed at a workstation using a computer, telephone, email, webchat, and other customer service systems throughout the workday. At JSI, customer service is a team effort. You'll work with colleagues throughout the organization to solve problems and make sure customers receive the service and follow-through they expect. We value people who communicate openly, treat customers and coworkers with respect, take responsibility for their work, and are willing to pitch in when the team needs help. If you enjoy working with people and like the satisfaction of turning a question or problem into a great customer experience, we'd like to hear from you.
Pay:
$20.00 - $24.00 per hour
Benefits:
401(k) 401(k) matching Dental insurance Health insurance On-the-job training Paid time off Parental leave Vision insurance Application Question(s): How many years of paid customer service experience do you have working directly with customers by phone, email, chat, or in person? Have you worked in a position where regularly answering and making customer phone calls was a primary part of your job? Do you have experience handling customer requests through at least two of the following: phone, email, live chat/webchat, or an online customer service system? This is a full-time, on-site position in Waltham, and Saturdays are required. Are you able to consistently work this schedule? Have you used a computer-based system to enter customer information, process orders or transactions, document customer interactions, or manage customer accounts? In your most recent customer service position, approximately how many customer interactions did you personally handle during a typical workday across phone, email, chat, or in person?
