About the job
Become a Part of Our Dynamic Team!
With over four decades of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to providing unparalleled value that drives success for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in sales and customer service. Join our vibrant and fulfilling work environment, where you can thrive and make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) is responsible for delivering exceptional, hands-on support 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 amidst a fast-paced, high-volume atmosphere. To succeed in this position, candidates must possess excellent communication skills, emotional resilience, a comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail environment.
Core Responsibilities:
- Customer Service Excellence
- Provide friendly, professional, and solution-oriented assistance to AT&T customers within national retail locations.
- Address inquiries regarding billing, account updates, plan changes, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature utilization.
- Effectively manage high-volume retail situations while upholding service quality and professionalism during peak traffic and escalated scenarios.
- Supporting Retail Partners
- Serve as the AT&T subject-matter expert for retail staff and third-party partners.
- Act as the primary AT&T liaison for these partners, providing in-store support for escalated customer issues.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a superior customer experience.
Work Environment and Schedule Expectations
- This role is performed in a retail environment, requiring standing, walking, and customer engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varying schedules, including evenings, weekends, and holidays, based on business requirements.
- Comfortable working in busy, customer-centric environments with frequent interaction and problem-solving demands.
Operational Excellence
- Skillfully navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance mandates, and privacy standards.
- Achieve or exceed performance metrics related to quality, efficiency, and customer satisfaction.
- Implement and maintain approved layouts for mobile devices and signage.