About the job
Join Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, delivering significant value that drives success for our clients and partners. We are seeking enthusiastic individuals who are eager to excel in sales and customer service. Our vibrant and fulfilling work environment provides ample opportunities for personal and professional growth while allowing you to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) provides direct, hands-on support to AT&T customers within bustling retail settings. In this role, you will work closely with customers and retail partners to address issues related to accounts, billing, devices, and services, often in fast-paced, high-pressure situations. To succeed, you must possess exceptional communication skills, emotional resilience, and a comfort level with technology, all while maintaining calmness, accuracy, and professionalism in a dynamic retail landscape.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solutions-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account modifications, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Remain effective in high-traffic retail environments, preserving focus, professionalism, and service excellence during peak times and escalated cases.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party partners.
- Act as the primary AT&T representative for these partners, leading in-store support for escalated retail matters.
- Engage proactively with store leadership to resolve customer concerns, fostering partnership alignment and ensuring a superior customer experience.
Work Environment & Schedule Expectations
- This position is based in a retail environment and requires standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Willingness to work flexible hours, including evenings, weekends, and holidays, as required by business needs.
- Comfortable working in busy, customer-facing settings with frequent interaction and problem-solving demands.
Operational Excellence
- Effectively navigate multiple systems while interacting with customers in real-time.
- Document all customer interactions thoroughly and accurately.
- Comply with company policies, compliance standards, and privacy regulations.
- Aim to meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.