About the job
Join Our Team!
With over four decades of expertise in sales enablement and tailored business solutions, DSI is dedicated to providing exceptional value and results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the fields of sales and customer service. Our dynamic and rewarding work environment offers the chance to grow alongside us while making a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) plays a pivotal role in delivering exceptional, hands-on support to AT&T customers in bustling national retail settings. You will engage directly with customers and retail partners to address account inquiries, billing issues, device troubleshooting, and service concerns, often in high-pressure, fast-paced situations. Success in this role demands excellent communication skills, emotional resilience, a comfort level with technology, and the ability to maintain composure and professionalism in a lively retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solutions-oriented assistance to AT&T customers within national retail locations.
- Address inquiries concerning billing, account updates, plan modifications, device support, and service-related issues.
- Troubleshoot wireless devices, network complications, and functionality features.
- Thrive in a high-volume retail environment, focusing on professionalism and service quality during peak times 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, handling in-store support for escalated retail issues.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment, and ensuring a premium customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting and requires standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Availability to work flexible hours, including evenings, weekends, and holidays, based on business demands.
- Comfortable in busy, customer-facing environments with frequent problem-solving interactions.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Accurately document all customer interactions.
- Follow company policies, compliance mandates, and privacy protocols.
- Achieve or surpass performance metrics related to quality, efficiency, and customer satisfaction.
- Implement and maintain approved planograms for mobile devices and signage.
- Maintain inventory and equipment.

