About the job
Become a Part of Our Dynamic Team!
At DSI Systems, with over four decades of expertise in sales enablement and tailored business solutions, we are committed to creating exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and fulfilling work environment offers abundant opportunities for personal and professional growth, allowing you to make a meaningful impact.
Position Summary
The Retail Support Specialist (RSS) provides essential, direct support to AT&T customers in bustling national retail locations. In this engaging role, you will interact with customers and retail partners to resolve issues related to accounts, billing, devices, and services, often in fast-paced, high-volume settings. To thrive in this position, you must possess excellent communication skills, emotional resilience, confidence with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers within national retail spaces.
- Address inquiries related to billing, account modifications, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Perform effectively in high-traffic retail environments, sustaining focus, professionalism, and service quality even during peak periods and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail staff and third-party labor partners.
- Act as the primary AT&T representative for these partners, leading in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership collaboration and ensuring an exemplary customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting requiring standing, walking, and interaction on the sales floor for up to 8 hours daily.
- Must be able to work flexible hours, including evenings, weekends, and holidays, based on business requirements.
- Comfortable working in busy, customer-facing environments with frequent demands for interaction and problem resolution.
Operational Excellence
- Navigate multiple systems concurrently while engaging with customers in real-time.
- Accurately document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and maintain approved planograms for mobile devices and signage.