Customer Care Specialist

Customer Care Specialist

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.

Duties / 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

Required Skills / Abilities

· 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

Physical Requirements

· Ability to stand, sit, and/or walk for prolonged periods of time

· Must be able to distinguish between colors

Schedule

· 40 hours per week

· Includes Saturdays from 8:00 a.m. – 1:00 p.m.