About the job
Become a Part of Our Team!
At DSI Systems, we boast over 40 years of experience in sales enablement and customized business solutions, delivering unmatched value that drives results for our clients and partners. We are searching for enthusiastic individuals who are ready to leave their mark in the fields of sales and customer service. Our vibrant and rewarding work environment presents a unique opportunity for growth and significant impact.
Position Overview
The Retail Support Specialist (RSS) provides frontline, hands-on assistance to AT&T customers in bustling national retail settings. This role involves direct engagement with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced, high-volume environments. To succeed, candidates must possess excellent communication skills, emotional resilience, and a comfort with technology, while maintaining a calm, accurate, and professional demeanor in dynamic retail scenarios.
Core Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers within national retail locations.
- Address inquiries related to billing, account updates, plan adjustments, device support, and service issues.
- Troubleshoot wireless devices, network concerns, and feature functionalities.
- Maintain effectiveness in high-volume retail settings, ensuring focus, professionalism, and service quality during peak times and escalated issues.
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 escalated retail concerns.
- Proactively collaborate with store leadership to tackle customer issues, enhancing partnership alignment and guaranteeing a top-notch customer experience.
Work Environment & Scheduling Requirements
- This position is conducted in a retail environment, requiring standing, walking, and engaging 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 operating in busy, customer-facing environments that require frequent interaction and problem-solving capabilities.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Accurately document all customer interactions.
- Comply with company policies, compliance mandates, and privacy standards.
- Achieve or surpass performance metrics, such as quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
- Maintain inventory accuracy and assist with stock management.