Customer Success Specialist - Bilingual (Spanish/English)

About the role

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.

Responsibilities

• 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.
• 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.
• Responding promptly to customer cases and consistently meet department expectations for response time, quality, and case closure.
• Maintaining accurate, detailed documentation of customer interactions in NetSuite and other internal systems.
• 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.
• 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.

Requirements

• 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.
• Prioritize building and maintaining 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.

Qualifications

• Passionate about providing guidance, support, and mentorship to ensure that the right product gets to the right place at the right time.
• Adaptable, innovative, and skilled in customer communication and brand representation.
• Willingness to embrace and drive change within the company.

Skills

• Customer Communication & Brand Representation
• Case Management & Responsiveness
• Customer Support & Issue Resolution
• Knowledge & Continuous Improvement

Benefits

We offer comprehensive benefits including paid volunteer leave to support you as you give back to the community.

Pay

The starting hourly rate for this role is expected to begin at $21.00 per hour.

Schedule

This role represents the Accent Decor brand in every interaction by delivering courteous, knowledgeable, and timely support across phone and written channels.