About the job
Join Our Dynamic Team!
At DSI Systems, with over 40 years of expertise in sales enablement and customized business solutions, we are committed to delivering exceptional value and tangible results for our clients and partners. We are searching for enthusiastic individuals who are keen to excel in sales and customer service. Our vibrant and rewarding work environment will empower you to grow alongside us while making a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, direct support to AT&T customers in bustling national retail spaces. In this role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often within fast-paced, high-traffic situations. To thrive in this role, you must possess excellent communication skills, emotional resilience, and a comfort with technology, all while maintaining composure and professionalism in a dynamic retail setting.
Core Responsibilities:
Customer Assistance
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail locations.
- Resolve inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and functionality features.
- Operate efficiently in high-traffic retail environments, ensuring focus, professionalism, and quality service during peak hours and escalated situations.
Retail Partner Engagement
- 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 escalated issues.
- Proactively collaborate with store leadership to tackle customer concerns, reinforcing partnership alignment and delivering an outstanding customer experience.
Work Environment & Scheduling
- This position is based in a retail setting, requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours each day.
- Must be available to work flexible hours, including evenings, weekends, and holidays to meet business needs.
- 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.
- Document all interactions thoroughly and accurately.
- Adhere to company policies, compliance mandates, and privacy protocols.
- Meet or exceed performance benchmarks concerning quality, efficiency, and customer satisfaction.
- Execute and maintain approved planograms for mobile devices and signage.

