About the job
Be a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to providing exceptional value that drives success for our clients and partners. We seek enthusiastic individuals who are ready to excel in sales and customer service. Our vibrant and rewarding work atmosphere offers the chance for personal growth and the ability to make a meaningful difference.
Position Summary
The Retail Support Specialist (RSS) plays a crucial role in delivering proactive, hands-on support to AT&T customers within bustling national retail settings. You will directly engage with customers and retail partners to address concerns related to accounts, billing, devices, and services, often in fast-paced, high-volume circumstances. To thrive in this position, you must possess excellent communication abilities, emotional resilience, a comfort level with technology, and the capacity to remain composed, precise, and professional in a dynamic retail environment.
Key Responsibilities:
- Customer Support
- Deliver professional, friendly support focused on solutions for AT&T customers in national retail locations.
- Address inquiries involving billing, account updates, changes in plans, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain service quality and professionalism during peak hours and escalated situations in high-volume retail environments.
- 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 representative for these partners, facilitating in-store support for retail escalations.
- Proactively collaborate with store leadership to resolve customer concerns, fostering partnership alignment and delivering a premier customer experience.
Work Environment & Schedule Expectations
- This position is carried out in a retail environment, requiring standing, walking, and engagement 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 busy, customer-facing settings where frequent interaction and problem-solving are essential.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved merchandising displays for mobile devices and signage.

