About the job
Become a Valued Member of Our Team!
At DSI Systems, we proudly boast over 40 years of expertise in sales enablement and customized business solutions, delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to make a significant impact in the fields of sales and customer service. Join us in an exhilarating and fulfilling work atmosphere that fosters your growth and allows you to contribute meaningfully.
Position Summary
The Retail Support Specialist (RSS) is responsible for providing direct, hands-on support to AT&T customers in busy national retail environments. In this dynamic role, you will interact with customers and retail partners to address and resolve account, billing, device, and service inquiries, often in fast-paced and high-volume situations. To excel in this position, you must possess exceptional communication skills, emotional resilience, adaptability to technology, and the ability to remain calm, precise, and professional in a bustling retail setting.
Main Responsibilities:
Customer Support
- Deliver professional, approachable, and solution-oriented assistance to AT&T customers within national retail locations.
- Address inquiries concerning billing, account modifications, plan adjustments, device support, and service issues.
- Diagnose and troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively operate in high-volume retail settings while maintaining focus, professionalism, and service excellence during peak hours 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 retail escalations.
- Engage proactively with store leadership to resolve customer concerns, strengthen partnership alignment, and ensure a premier customer experience.
Work Environment & Schedule Flexibility
- This role requires working in a retail environment, necessitating standing, walking, and engaging with customers on the sales floor for up to 8 hours a day.
- Flexibility to work various schedules, including evenings, weekends, and holidays, as dictated by business needs.
- Comfortable navigating busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Effectively manage multiple systems while engaging with customers in real-time.
- Thoroughly document all interactions with accuracy.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and maintain approved planograms for mobile devices and signage.
- Ensure accurate inventory management and compliance with retail standards.
