About the job
Be a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, consistently delivering exceptional value for our clients and partners. We seek enthusiastic individuals who are ready to thrive in sales and customer service. Join us in a stimulating and fulfilling work environment where you can grow and make a meaningful difference.
Role Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail locations. In this role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often in a fast-paced, high-volume setting. Achieving success in this role necessitates excellent communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Assistance
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail spaces.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively operate in high-traffic retail environments, sustaining focus, professionalism, and service quality, especially during peak times and escalated situations.
Retail Partner Engagement
- 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 management to resolve customer issues, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This role takes place in a retail environment, requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Must be available to work flexible hours, including evenings, weekends, and holidays, depending on business needs.
- Comfortable in busy, customer-facing settings with frequent interaction and problem-solving demands.
Operational Excellence
- Navigate multiple systems simultaneously while engaging with customers in real-time.
- Document all customer interactions thoroughly and accurately.
- Comply with 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.