About the job
Join Our Dynamic Team!
At DSI Systems, we boast over 40 years of expertise in sales enablement and tailored business solutions, enhancing value to achieve exceptional results for our clients and partners. We are seeking enthusiastic individuals who are eager to leave their mark in the fields of sales and customer service. Our rewarding and vibrant work environment provides ample opportunities for personal growth and impactful contributions.
Position Overview
The Retail Support Specialist (RSS) offers direct, hands-on support to AT&T customers within bustling national retail settings. This role requires active engagement with customers and retail partners to resolve issues related to accounts, billing, devices, and services, often in fast-paced, high-demand situations. Success in this position hinges on strong communication skills, emotional resilience, technological proficiency, and the ability to maintain composure and professionalism in a dynamic retail context.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network difficulties, and feature functionalities.
- Operate efficiently in high-volume retail environments, maintaining focus, professionalism, and service quality during peak times and escalations.
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, leading in-store support for escalated retail concerns.
- Proactively collaborate with store leadership to address customer issues, fostering partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations:
- This position is based in a retail environment and necessitates standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Availability to work flexible shifts, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in busy, customer-facing environments requiring frequent interaction and problem-solving.
Operational Excellence:
- Efficiently navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all customer interactions accurately.
- Comply with company policies, compliance regulations, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.

