Job Description
Description Let's Grow Together! Our team of more than 130 trend-setting designers, customer service superheroes, operations pros, and IT and supply chain gurus is expanding. We have a current opening for a Customer Service Manager on our Customer Experience team in our Chamblee, GA, location. If you are passionate about leading and developing a demand planning team, 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 salary for this role is expected to be $70,000. 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.
We believe that every customer interaction is an opportunity to build trust, create connection, and provide support that leaves a lasting impression. As the Customer Service Manager, you will be responsible for leading a high-performing team of representatives and specialists through intentional coaching, performance management, and real-time operational oversight. This role is crucial to ensuring the team is empowered, consistent, and responsive in delivering an exceptional service experience.
We'd love to hear from you if you are adaptable, innovative, and your skill set includes: - Coaching and developing the team through regular one-on-one touch bases, feedback sessions, and hands-on support. Foster a culture of accountability, growth, and responsiveness within the team.
- Holding team members accountable for phone and schedule adherence by monitoring log-in times, break compliance, and overall availability throughout the day. Adjust schedules as needed to maintain phone coverage while supporting company and department meetings.
- Managing case distribution and oversight to ensure swift and efficient responses to customer inquiries. Balance workloads and redistribute cases as needed to maintain response time goals.
- Monitoring and evaluating phone and case KPIs , partnering with the Associate Director of Customer Success to develop meaningful metrics and scorecards. Deliver high-level and individual KPI reports to the Associate Director and share results with team members through regular coaching and performance conversations.
- Running weekly and monthly meetings , including weekly sessions with Customer Service Specialists and monthly department-wide meetings to align the team and communicate updates.
- Leading training and onboarding for new team members and process updates. Ensure the team is kept current with changes to procedures, tools, and communication practices.
- Escalating systemic issues and opportunities to the Associate Director of Customer Success for joint problem-solving.
- Taking escalated customer calls and assist in resolving high-level issues, modeling empathetic and solutions-focused communication.
- Overseeing West Coast team members , ensuring compliance with California labor laws and providing time-zone-appropriate leadership and support.
- Running bi-weekly payroll for the department, ensuring accuracy and timely submission.
You'll stand out from the crowd if you can show: - 5+ years of experience in customer service, including 2+ years in a supervisory or coaching role.
- Demonstrated experience coaching teams, monitoring performance, and holding individuals accountable.
- Excellent time management and organizational skills, with the ability to manage real-time coverage and shifting priorities.
- Strong communication and interpersonal skills, with a proven ability to give feedback and resolve issues constructively.
- Comfort working closely with leadership on process improvement and strategic planning, without owning systems implementation independently.
- Familiarity with phone systems, case management tools, and KPI tracking/reporting.
- Experience leading remote team members and knowledge of California labor law compliance preferred.
- Experience with NetSuite preferred.
- Monday-Thursday in office
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. Accent Decor
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