About the job
Join Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, providing exceptional value that drives results for our clients and partners. We are searching for enthusiastic individuals who are ready to excel in sales and customer service. Our vibrant work environment offers you the chance to advance your career while making a meaningful impact.
Role Overview
The Retail Support Specialist (RSS) is responsible for delivering exceptional, hands-on support to AT&T customers within bustling national retail locations. You will directly engage with customers and retail partners to address account, billing, device, and service inquiries, often in high-pressure situations. To thrive in this role, you must possess outstanding communication skills, emotional resilience, technological proficiency, and the ability to maintain composure and professionalism in a fast-paced retail environment.
Key Responsibilities:
Customer Support Excellence
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail shops.
- Resolve queries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionality.
- Effectively operate in high-traffic retail settings, ensuring focus, professionalism, and quality service during peak times and escalated scenarios.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail employees and third-party labor partners.
- Act as the main AT&T representative for these partners, providing in-store support for escalated retail issues.
- Proactively collaborate with store leadership to address customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule
- This position is conducted in a retail setting requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Must be available for flexible scheduling, including evenings, weekends, and holidays, based on business requirements.
- Comfortable working in busy, customer-facing environments with frequent interaction and problem-solving responsibilities.
Commitment to Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance needs, and privacy standards.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and uphold approved planograms for mobile devices and signage.