About the job
Join Our Dynamic Team!
At DSI Systems, we boast over 40 years of unparalleled experience in sales enablement and tailored business solutions, driving exceptional value and results for our clients and partners. We are actively 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 you the chance to grow alongside us while making a significant impact.
Position Overview
The Retail Support Specialist (RSS) provides essential frontline support to AT&T customers in bustling national retail settings. In this role, you will directly engage with customers and retail partners to address account, billing, device, and service issues, often in fast-paced, high-volume situations. Achieving success in this role requires excellent communication skills, emotional resilience, technological proficiency, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail environment.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service-related concerns.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Thrive in high-traffic retail environments while upholding focus, professionalism, and service excellence during peak periods and escalated situations.
Retail Partner Support
- 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, leading in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This position involves working in a retail setting, requiring standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work variable hours, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing settings with frequent interaction and problem-solving demands.
Operational Excellence
- Navigate multiple systems simultaneously while assisting customers in real-time.
- Thoroughly document all interactions accurately.
- Comply with company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.
- Maintain inventory records and ensure the presentation of retail environments meets company standards.

