About the job
Join Our Dynamic Team!
At DSI Systems, we proudly bring over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value that drives 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 rewarding workplace provides you with the chance to grow alongside us and make a tangible impact.
Position Overview
The Retail Support Specialist (RSS) provides vital, hands-on assistance to AT&T customers in bustling national retail settings. In this key role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced, high-volume situations. To thrive in this position, you will need to exhibit exceptional communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail environment.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail locations.
- Resolve inquiries related to billing, account updates, plan changes, device support, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Operate efficiently in high-traffic retail environments, sustaining focus, professionalism, and service quality during peak 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.
- Proactively collaborate with store leadership to address customer concerns, fortifying partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail environment, requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, according to business needs.
- Ability to thrive in busy, customer-facing settings that demand frequent interaction and problem-solving.
Operational Excellence
- Navigate multiple systems simultaneously while interacting 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 uphold approved planograms for mobile devices and signage.