About the job
Become a Key Player in Our Retail Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value to our clients and partners. We seek enthusiastic individuals who are ready to leave their mark in the realm of sales and customer service. Join us in a dynamic and fulfilling work environment that encourages professional growth and significant contributions.
Position Summary
The Retail Support Specialist (RSS) is responsible for providing direct, hands-on support to AT&T customers within bustling national retail spaces. Your mission will be to engage directly with customers and retail partners to address inquiries related to account management, billing, devices, and service issues, often in a high-traffic, fast-paced environment. To thrive in this position, you must possess excellent communication skills, emotional fortitude, technological proficiency, and the ability to maintain composure, accuracy, and professionalism under pressure.
Primary Responsibilities:
Customer Engagement
- Deliver friendly, professional, and solutions-oriented support to AT&T customers within national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service challenges.
- Troubleshoot wireless devices, network issues, and feature functionalities.
- Maintain effectiveness in high-volume retail settings, ensuring professionalism and service excellence during peak periods and escalated situations.
Retail Partner Collaboration
- 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, providing in-store support for escalated issues.
- Engage proactively with store leadership to tackle customer concerns, enhancing partnership alignment and ensuring a top-notch customer experience.
Work Environment & Scheduling
- This role requires standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility in scheduling is essential, including availability for evenings, weekends, and holidays as needed.
- Comfort in busy, customer-facing settings with frequent interaction and problem-solving is critical.
Operational Excellence
- Effectively navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed established performance metrics, including quality, efficiency, and customer satisfaction.
- Implement and uphold approved planograms for mobile devices and signage.