About the job
Join Our Dynamic Team!
At DSI Systems, we leverage over 40 years of experience in sales enablement and tailored business solutions to provide exceptional value and measurable results for our esteemed clients and partners. We are seeking enthusiastic individuals who are driven to excel in sales and customer service. Our vibrant work environment presents a unique opportunity for personal and professional growth while making a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in offering hands-on, frontline assistance to AT&T customers within bustling national retail spaces. This position requires direct engagement with customers and retail partners to address account, billing, device, and service issues, often in high-pressure, fast-paced scenarios. To thrive in this role, strong communication skills, emotional resilience, technological proficiency, and the ability to maintain composure and professionalism in a dynamic retail setting are essential.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers in national retail locations.
- Resolve inquiries regarding billing, account modifications, plan adjustments, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Function effectively in high-volume retail environments while maintaining focus, professionalism, and service quality during peak traffic 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 representative for these partners, providing in-store support for retail escalations.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This position is conducted in a retail setting, requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Must be available to work flexible hours, including evenings, weekends, and holidays, based on business requirements.
- Comfortable operating in busy, customer-facing settings with frequent interaction and problem-solving demands.
Operational Excellence
- Navigate multiple systems concurrently while actively engaging with customers.
- Document all interactions comprehensively and accurately.
- 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 planograms for mobile devices and signage.
- Maintain inventory accuracy and manage stock levels effectively.

