About the job
Become a Valued Team Member!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI is dedicated to delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to make a significant impact in the fields of sales and customer service. Join us in a stimulating and rewarding work environment that encourages personal and professional growth.
Position Overview
As a Retail Support Specialist (RSS), you will provide essential frontline support to AT&T customers in busy national retail settings. This role involves direct engagement with customers and retail partners to effectively address account, billing, device, and service inquiries, often in fast-paced and high-demand scenarios. To thrive in this position, you will need strong communication skills, emotional resilience, a knack for technology, and the ability to stay calm, precise, and professional amidst a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solutions-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and functionality features.
- Maintain focus and professionalism in high-volume retail environments, ensuring service quality during peak traffic and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail employees and third-party labor associates.
- Act as the primary AT&T representative for retail partners, providing in-store support for escalations.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting, requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable in busy, customer-facing environments with frequent interaction and problem-solving requirements.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real-time.
- Document all customer interactions thoroughly and accurately.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.