Customer Success Specialist - Bilingual (Spanish/English)

Description

Let's Grow Together!

Our team of more than 110 trend-setting designers, customer service superheroes, operations pros, and IT and supply chain gurus is expanding. We have a current opening for a Customer Success Specialist - Bilingual (Spanish/English) on our Customer Success team in our Chamblee, GA, location. If you are passionate about providing guidance, support, and mentorship to ensure that the right product gets to the right place at the right time, consider joining us as we provide beautiful ceramics and glassware for the event and floral industries, on-trend home decor accents, and exceptional customer service.


In return for your time and talents, we'll provide a values-driven culture, where team members do the right thing, pursue originality, embrace and drive change, respect every person, give generously, build community through empathy, and infuse passion in all we do. The starting hourly rate for this role is expected to begin at $21.00 per hour. We offer comprehensive benefits including paid volunteer leave to support you as you give back to the community.

At Accent Decor, we don't just accept difference - we celebrate it, support it, and thrive on it for the benefit of our team members, our products, and our community. We are proud to be an equal-opportunity workplace.

The Customer Success Specialist (CSS) is the first point of contact for prospective and existing Accent Decor customers. This role represents the Accent Decor brand in every interaction by delivering courteous, knowledgeable, and timely support across phone and written channels. This role is expected to maintain strong responsiveness to customer cases and remain available in the phone queue during scheduled coverage times.

We'd love to hear from you if you are adaptable, innovative, and your skill set includes:

• Customer Communication & Brand Representation
  • Serving as the "face of the company" by providing a warm, professional first experience for customers via phone and email/case channels.
  • Communicating clearly, accurately, and respectfully while setting appropriate expectations and following through on commitments.
  • Communicating fluently in both English and Spanish to effectively assist a diverse customer base.
• Phone Queue Coverage
  • Handling inbound and outbound customer calls in our unique call center environment.
  • Remaining in the phone queue during designated schedule blocks and meet availability/adherence expectations.
  • Resolving issues efficiently and escalating appropriately when needed.
• Case Management & Responsiveness
  • Responding promptly to customer cases and consistently meet department expectations for response time, quality, and case closure.
  • Managing and resolving cases across multiple topics, including but not limited to:
    • Claims
    • Order entry
    • General question
    • Backorder and order status
    • Other case types as assigned
  • Maintaining accurate, detailed documentation of customer interactions in NetSuite and other internal systems.
• Customer Support & Issue Resolution
  • Answering questions related to shipping, billing, inventory availability, product details, backorders, and account support.
  • Providing follow-up communication as needed to ensure issues are fully resolved and customers feel supported.
  • Balancing speed and accuracy while handling multiple tasks and channels.
• Knowledge & Continuous Improvement
  • Staying up to date on Accent Decor policies, processes, products, promotions, and key seasonal priorities.
  • Embracing change and contributing to improving team workflows, customer experience, and service consistency.
  • Meeting established KPIs and performance goals related to customer satisfaction, case response/closure, and phone handling.
• Performing additional duties as assigned to support departmental and company goals.

You'll stand out from other applicants if you can show:

• 1+ year of call center or customer support experience preferred (or equivalent experience).
• Excellent written and verbal communication skills in both English and Spanish.
• Retail experience in a fast-paced, customer-focused environment preferred.
• Strong ability to multitask, prioritize, and manage time in a fast-paced environment.
• Strong attention to detail; ability to interpret and accurately record information.
• Proven ability to build and maintain strong relationships with internal teams and external customers.
• Integrity, respect, inclusion, fairness, teamwork, a positive attitude, and align with Accent Decor company values.
• Customer-focused attitude with the ability to adapt communication style to different personalities and situations.
• NetSuite experience preferred (or strong willingness/ability to learn).
• Lives in the Atlanta area

Click apply, and if your skills and experience match our needs, we'll be in touch to share how you can grow and share new skills and find balance to embrace your career as you put down roots in our Atlanta-based family business.