About the job
Join Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are eager to excel in sales and customer service. Our vibrant and fulfilling work environment provides a unique opportunity for personal and professional growth, allowing you to significantly impact our organization.
Position Overview
The Retail Support Specialist (RSS) offers direct, hands-on support to AT&T customers within busy national retail locations. In this role, you will interact closely with customers and retail partners to address account, billing, device, and service issues, often in fast-paced and high-demand situations. Achieving success in this position requires excellent communication abilities, emotional resilience, familiarity with technology, and the capacity to maintain composure, accuracy, and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail settings.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Thrive in high-volume retail contexts, maintaining focus, professionalism, and service quality during peak hours and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail staff and third-party partners.
- Act as the primary AT&T representative, leading in-store support for retail escalations.
- Engage proactively with store management to resolve customer issues, enhancing partnership alignment and ensuring top-tier customer experiences.
Work Environment & Schedule Expectations
- This role requires standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work evenings, weekends, and holidays based on business needs is essential.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving demands is required.
Operational Excellence
- Efficiently navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
- Maintain inventory integrity and ensure proper merchandising standards.