Customer Care (Crackerjack)-New Jersey
Edison, NJ
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Job Description

Fab’s mission is to help people better their lives with design.

More than 11 million people around the world use Fab to discover everyday design products at great prices, to connect with the world’s most exciting designers, and to share their favorite design inspirations.

Fab is looking for an energetic and personable customer support agent to join our growing customer care team, also known as the “Crackerjacks.” This position will be based in our Edison, New Jersey Warehouse Facility called the "Rack".  

This individual will be responsible for being the bridge between the "Rack" and our New York Headquarters, building relationships with customers, going above and beyond to resolve customer issues, and coordinating across internal Fab teams to put customers first.  Fab Crackerjacks are: friendly, empathetic, professional, articulate, take ownership, and go above and beyond.  Our team is empowered to “go to bat” for our customer, and know when to question the norm to make sure our customers have a Fab experience. We offer great perks such  as catered lunch every day, and a fun environment that captures our entrepreneurial spirit.    

If you are quirky, energetic, and original with a desire to make customers smile, this is an amazing opportunity for you!

Crackerjacks are responsible for:

  • Quickly responding to and resolving a high-volume of customer inquiries via phone and email
  • Troubleshooting customer questions, issues and complaints, making sure our customers leave every interaction with a smile
  • Understanding Fab designers and products to be able to answer customer questions
  • Communicating key features and functions of Fab’s website and apps to our customers
  • Investigating customer orders and acting as a liaison between the customer and internal Fab teams on any shipping, technical, or designer (vendor) issues.
  • Seeing the bigger picture and suggesting process improvements
  • Taking a light-hearted approach to tough situations

Desired Skills & Experience

You must:

  • Have impeccable writing skills and a friendly and professional phone manner
  • Bea ble to work in New Jersey
  • Be even-tempered, kind and respectful, with grace under fire
  • Have strong computer skills: Minimum 55 WPM, Office (Word, Excel), Internet savvy
  • Be a team player who is willing to take responsibilities outside of your defined role
  • Be flexible and comfortable adapting to new processes and systems
  • Be comfortable making judgment calls, staying cool in unique and challenging customer situations
  • Be a fast learner who's able to hit the ground running in learning and working across multiple systems
  • Have a flexible schedule and a willingness to work non-traditional hours and weekends
  • Have a desire to ensure all Fab customers leave every interaction with a smile
  • College Degree
  • Have the ability to pass an intensive 2 week training program
  • Embody the Fab values:
    • Put customers first
    • Be passionate
    • Innovate
    • Inspire
    • Take ownership
    • Teamwork
    • Transparency
    • Go above and beyond
    • Humility
    • Make it fun!

Added Plus:

  • Ability to demonstrate personal style
  • Demonstrated creative outlet (e.g., personal blog, extracurricular activities or hobbies)
  • Previous customer support experience, especially in a start-up, e-commerce, or retail environment preferred, but not necessary