About the job
Become a Part of Our Dynamic Team!
With over four decades of expertise in sales enablement and tailored business solutions, DSI is committed to delivering unparalleled value and results for our clients and partners. We are in search of enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and fulfilling work environment offers you the chance to grow alongside us and make a meaningful difference.
Role Overview
The Retail Support Specialist (RSS) provides direct, hands-on assistance to AT&T customers in bustling national retail environments. In this pivotal role, you will interact with customers and retail partners to address account, billing, device, and service inquiries, often in high-energy, high-volume scenarios. Success in this position demands exceptional communication skills, emotional resilience, technological proficiency, and the ability to maintain composure and professionalism in a fast-paced retail context.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail outlets.
- Address customer inquiries regarding billing, account modifications, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Thrive in high-volume retail settings while ensuring focus, professionalism, and service excellence during peak times and escalated situations.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail personnel and third-party labor associates.
- Act as the primary AT&T liaison for these partners, leading in-store support for retail escalations.
- Engage proactively with store management to resolve customer issues, enhancing partnership alignment and guaranteeing a premium customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting, requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexible schedule availability, including evenings, weekends, and holidays, based on business requirements.
- Comfortable working in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Simultaneously navigate multiple systems while engaging with customers in real time.
- Thoroughly and accurately document all customer interactions.
- Comply with company policies, compliance mandates, and privacy regulations.
- Achieve or surpass performance benchmarks, including quality, efficiency, and customer satisfaction metrics.
- Execute and maintain approved planograms for mobile devices and signage.
- Manage inventory and fulfill other related duties as needed.

