About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and tangible results for our clients and partners. We are actively seeking enthusiastic individuals who are excited to leave their mark in the realms of sales and customer service. Join us in an engaging and fulfilling work environment where you can grow alongside us and create a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in busy national retail locations. This role involves direct engagement with customers and retail partners to address account, billing, device, and service queries, often in high-pressure situations. To excel in this position, strong communication abilities, emotional resilience, technological proficiency, and the capacity to maintain composure and professionalism in a fast-paced retail setting are essential.
Key Responsibilities:
Customer Support
- Deliver courteous, professional, and solution-oriented support to AT&T customers within national retail environments.
- Address inquiries regarding billing, account modifications, plan changes, device assistance, and service issues.
- Diagnose and troubleshoot wireless devices, network challenges, and feature functionalities.
- Perform efficiently in high-volume retail environments while ensuring service quality and maintaining focus during peak hours 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 liaison for these partners, overseeing in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership collaboration and guaranteeing a premier customer experience.
Work Environment & Schedule Expectations
- This position is conducted in a retail setting, requiring standing, walking, and interaction on the sales floor for up to 8 hours daily.
- Availability to work flexible hours, including evenings, weekends, and holidays, based on operational needs.
- Comfortable working in bustling, customer-facing environments with frequent interactions and problem-solving demands.
Operational Excellence
- Effectively navigate multiple systems while assisting customers in real time.
- Thoroughly document all customer interactions with precision.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction rates.
- Execute and maintain approved planograms for mobile devices and signage.