About the job
Join Our Dynamic Team!
With over 40 years of experience in sales enablement and tailored business solutions, DSI Systems is dedicated to providing exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and rewarding work environment offers ample opportunities for personal and professional growth, allowing you to make a significant impact.
Position Overview
The Retail Support Specialist (RSS) plays a vital role in delivering exceptional frontline support to AT&T customers within bustling national retail locations. This position involves direct engagement with customers and retail partners to address and resolve account, billing, device, and service inquiries, all while thriving in fast-paced, high-volume scenarios. To excel in this role, candidates must possess excellent communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail environments.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively operate in high-traffic retail settings, ensuring focus, professionalism, and service excellence during peak periods and escalated situations.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail staff and third-party labor partners.
- Act as the primary AT&T liaison for these partners, leading in-store support for escalated customer issues.
- Proactively collaborate with store leadership to address customer concerns, fostering strong partnerships and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This position requires work in a retail environment, including standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable operating in a busy, customer-facing environment with frequent interaction and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Thoroughly and accurately document all customer interactions.
- Comply with company policies, compliance requirements, and privacy standards.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.
