Employment Opportunities

Customer Service Associate

Location: Waltham, MA
Employment Type: Full-Time
Pay: $20.00-$24.00 per hour

Schedule: 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.

Shipping Warehouse Associate

Reports to: Shipping Supervisor
Location: JSI Waltham
Pay Range: $19–$23/hour

Job Description:

The Shipping Warehouse Associate picks, prepares, and processes items for shipment while meeting quality and productivity standards.

Key Responsibilities:

• Pick, verify, and pack ecommerce orders for customers, including accessories, print, and instruments.
• Process outgoing FedEx and USPS shipments using company software.
• Pack and process rental instruments and bows, as well as approval-sale instruments and bows.
• Monitor third-party web-order fulfillment requirements, including Amazon and eBay.
• Resolve misshipment issues and perform computer functions needed to track product shipments.
• Learn about a wide variety of products and answer customer service representative questions.
• Organize and move back stock as needed.
• Maintain a clean, orderly work area and equipment, and follow prescribed safety regulations.
• Assist with warehouse facilities maintenance and maintain the appearance of the shipping area.
• Assist and cross-train in the Receiving Department.
• Perform other duties as directed by the Shipping Supervisor and Warehouse Manager.

Skills and Qualifications:

• High school education and at least one year of warehouse-related shipping experience.
• A valid driver’s license and good driving record.
• Ability to read and write English, follow verbal instructions, and perform simple math.
• Professional, detail-oriented, self-motivated, and productive approach to work.
• Solid computer skills and the ability to learn new software.
• Ability to work well in a team, with excellent writing and communication skills.

Physical Job Requirements:

• Close, distance, color, peripheral, and depth vision, plus the ability to adjust focus.
• Ability to stand, walk, bend, kneel, stoop, crouch, crawl, and climb throughout the day.
• Ability to lift boxes, products, and instruments up to 75 pounds, including bending and lifting overhead.
• Comfort standing for up to four hours at a time.

Work Environment:

This position operates in a warehouse environment using standard equipment such as box cutters, pallet jacks, bar code scanners, two-wheelers, rolling stairs or step stools, computers, phones, photocopiers, and printers. Work takes place indoors and outdoors in varying temperatures. The employee may be required to drive company vans.

Retail Associate, Part-Time

Location: JSI Newton Upper Falls
Schedule: Part-Time (Tuesday, Wednesday, Saturday)
Pay Range: $20–$24/hour
Apply By: October 3, 2026

Job Description:

Our storefront is a vibrant place where we help string musicians of all levels, provide information about and assistance with our products and services, and overall promote the joy of music! Retail Associates are tasked with providing a superior customer service experience to all who visit the store, and are responsible for maintaining a clean and professional environment within the store.

Key Responsibilities:

• Greets customers and visitors to the Newton Upper Falls storefront, providing a friendly and helpful first point of contact for the company.
• Directs customers to appropriate departments within the Newton Upper Falls storefront and Carriage House Violins; acts as a liaison between customers and all departments of Johnson String Instrument.
• Maintains a positive and helpful demeanor throughout each shift; stays productive throughout the day.
• Uses and maintains cash registers that are counted at the end of each business day.
• Maintains customer database using retail POS software.
• Processes rental instrument transactions, including filling out rental contracts, explaining contract terms, processing instrument exchanges, processing rental payments, and returning contracts.
• Fits rental instruments (violin, viola, cello, and double bass), assisting in proper sizing, instrument selection, and putting together instrument outfits.
• Accurately inspects returning rental instruments in accordance with company guidelines.
• Learns about a wide variety of products and services to answer customer questions.
• Explains company policies to customers; follows procedures accurately and consistently.
• Organizes merchandise (in storage and on displays) and ensures correct inventory records.
• Pulls merchandise for shipping orders accurately and on time.
• Assists in the facilities maintenance of the storefront, including dusting and disinfecting surfaces as well as maintaining the appearance of all areas open to customers.

Applicants must have availability during our busiest seasons: September, June, and mid-November through January 2nd.

Qualifications:

• Proficiency in at least one bowed string instrument (violin, viola, cello, and/or double bass).
• Professional demeanor.
• Friendly, outgoing personality; enjoys helping others.
• Ability to work well in a team.
• Excellent writing and communication skills.
• Self-motivated with a high level of energy; must like staying productive.
• Must be a patient, courteous listener, able to show empathy.
• Proficiency in Windows OS, along with Microsoft Word and Excel.

Physical Job Requirements:

• This is an active role; employees spend their shifts standing, walking around, and using stairs.
• Must be able to lift books, products, and instruments (up to 20 lbs.), as well as bend to use merchandise drawers.
• Must be comfortable standing for up to four hours at a time.

Work Environment:

This job operates in a retail store environment. This role routinely uses standard office equipment such as computers, cash registers, phones, photocopiers, printers, and filing cabinets.

Quality Assurance Technician, Cello

Reports to: Workshop Department Manager
Location: JSI Waltham
Schedule: Part-Time
Classification: Hourly, Non-Exempt
Pay Range: $19–$23 per hour

Job Description:

As part of the JSI Workshop, the Quality Assurance Technician ensures that our string instruments meet established standards for mechanical function and the quality of the player experience. The cello specialist inspects and play-checks both full-size and small fractional cellos across a range of grades and specifications. This position is primarily focused on the JSI rental fleet, with occasional participation in the evaluation of new products and entry-level sales instruments for our retail business.

This is a hands-on production role that requires consistency, attention to detail, and confident musicianship. The Quality Assurance Technician works closely with the JSI Workshop Luthier and Rental Fulfillment teams and collaborates across departments to support a positive experience for musicians and customers.

All roles within the JSI Workshop operate in accordance with established safety guidelines and shop efficiency standards, in alignment with the department’s production goals and objectives.

Key Responsibilities:

• Inspect and play-check rental cellos for structural integrity, playability, and sound quality.
• Make minor adjustments to instruments as they are checked.
• Replace worn strings and accessories as needed.
• Return instruments to workshop staff as needed for further adjustment.
• Adhere to workshop standards for quality and productivity.
• Comply with safety regulations and maintain clean and orderly work areas.
• Assist with administrative and organizational projects and tasks as needed.
• Other duties as assigned by the manager.

Skills and Qualifications:

• Advanced cello playing ability is required; college-level experience preferred.
• Teaching and basic instrument maintenance experience preferred.
• Strong attention to detail.
• Excellent interpersonal and communication skills.
• Excellent organizational skills.
• Able to work largely unsupervised, as well as part of a team.
• Able to multitask and switch gears quickly in a fast-paced environment.
• Able to focus amidst a busy shop.
• Able to perform repetitive motions with hands, wrists, and arms.

Corporate Social Responsibilities:

• Promote a respectful and inclusive work environment through communication, collaboration, and teamwork.
• Demonstrate professionalism, accountability, reliability, and sound judgment.
• Maintain confidentiality when handling customer and company information.
• Participate in team meetings, training, and organizational initiatives.
• Contribute to a workplace culture where colleagues and customers feel valued and supported.
• Communicate in a timely and proactive manner, including sharing updates, raising questions, and identifying barriers to completing work.
• Uphold ethical standards and organizational values in all interactions and decision-making.

Physical Work Environment:

• While performing the duties of this job, the employee is regularly required to talk and hear.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Able to sit for most of the day, but stand intermittently.
• Able to play instruments for several hours a day.
• Able to occasionally climb step stools with instruments in hand.
• Able to carry several instruments at a time.
• Able to work with sharp tools.
• Able to perform fine-detail work.

This is a wood shop environment where the employee may be exposed to fumes or airborne particles. The noise level in the work environment may occasionally be loud. Work is performed in close proximity to other workshop staff and warehouse activities. Some tools are individually assigned, while others are shared. Occasional use of machine tools may be required. The JSI Waltham facility is climate controlled.