About the job
Become a Part of Our Dynamic Team!
With over four decades of experience in sales enablement and tailor-made business solutions, DSI is dedicated to providing exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are keen to excel in sales and customer service. Join us in a vibrant and fulfilling work environment that promotes personal and professional growth while making a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering direct, hands-on support to AT&T customers within bustling retail settings. You will actively engage with customers and retail partners to address account issues, billing inquiries, device support, and service concerns, often in high-pressure, fast-paced environments. To thrive in this position, you will need excellent communication abilities, emotional fortitude, a knack for technology, and the capacity to maintain composure and professionalism under pressure.
Core Responsibilities:
Customer Assistance
- Deliver friendly and solution-oriented support to AT&T customers in national retail stores.
- Address inquiries related to account updates, billing, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain professionalism and service quality during peak periods in high-volume retail settings.
Support for Retail Partners
- Serve as the AT&T expert for retail associates and third-party labor partners.
- Act as the primary AT&T representative, providing in-store support for escalated retail matters.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Scheduling
- This position is active in a retail setting and may require standing and walking on the sales floor for up to 8 hours daily.
- Flexibility to work various shifts, including evenings, weekends, and holidays, depending on business demands.
- Comfortable in a busy, customer-facing environment with frequent interaction and problem-solving challenges.
Operational Excellence
- Utilize multiple systems while engaging with customers in real-time.
- Document all interactions comprehensively and accurately.
- Follow company policies, compliance mandates, and privacy standards.
- Achieve or surpass performance metrics related to quality, efficiency, and customer satisfaction.
- Execute and maintain approved planograms for mobile devices and signage.

