Customer Care Specialist

Shabby Fabrics•Post Falls, ID

13d

About The Position

About Shabby Fabrics Shabby Fabrics is an online retailer located in beautiful Post Falls, Idaho. Founded in 2005, Shabby Fabrics has become an international leader in the quilting industry through innovative design, original art, and cutting-edge technology. As we continue our impressive growth, we are seeking a full-time Customer Care Specialist who is passionate about delivering outstanding customer experiences and building meaningful connections with our customers. Job Summary Our Customer Care Specialists are the voice and heart of Shabby Fabrics. They provide exceptional, knowledgeable, and friendly support to our customers via phone, email, and customer interface software. In addition to accurately processing orders, Customer Care Specialists actively listen to customer needs and confidently make thoughtful, helpful product recommendations that enhance the customer’s project and overall experience. This role requires excellent judgment, strong computer and typing skills, and the ability to communicate clearly and professionally in both spoken and written interactions. During slower call times, Customer Care Specialists support our operations and order fulfillment teams with a variety of tasks.

Requirements

Exceptional verbal and written communication skills, including strong grammar, spelling, and professional tone
Strong typing speed and computer proficiency, with the ability to efficiently navigate customer interface software and multiple systems
Ability to compose clear, polished, and customer-friendly written responses
Excellent arithmetic and computation skills, especially related to fabric measurements (yards, inches, etc.)
Strong organizational skills and attention to detail
Excellent problem-solving skills with the ability to think critically in dynamic situations
High level of judgment and decision-making ability, including knowing when to escalate issues appropriately
Self-motivated and able to work independently with minimal supervision
Ability to learn new products quickly and confidently recommend them based on customer needs
Ability to work both autonomously and collaboratively as part of a team
Proficiency with Microsoft Office Suite and comfort working in technology-driven environments
Ability to stand, sit, and/or walk for prolonged periods of time
Must be able to distinguish between colors

Responsibilities

Deliver the highest level of customer care through warm, genuine, and solution-oriented interactions
Promptly answer inbound phone calls with a friendly, professional demeanor
Provide clear, articulate, and polished communication through phone, email, and customer interface software
Accurately process phone and digital orders while confidently recommending appropriate complementary products Example: suggesting coordinated backing fabric when a customer purchases a quilt kit
Use active listening to understand customer goals, projects, and concerns
Resolve customer questions, concerns, or complaints with professionalism and empathy
Demonstrate sound judgment by recognizing when a situation requires escalation to a manager to ensure the best outcome for the customer
Maintain accurate documentation, order details, and customer notes within customer interface systems
Assist operations and order fulfillment teams during periods of slower call volume
Perform additional duties as assigned