About the job
Join Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, consistently delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in sales and customer service. Our vibrant and rewarding work environment provides ample opportunities for professional growth and the chance to make a significant impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers in bustling national retail settings. In this position, you will interact with customers and retail partners to address account, billing, device, and service inquiries, often in high-pressure, high-volume scenarios. To excel in this role, you must possess excellent communication skills, emotional resilience, a comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a fast-paced retail environment.
Core Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network dilemmas, and feature functionalities.
- Thrive in high-traffic retail environments, ensuring focus, professionalism, and service excellence during peak times 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.
- Engage proactively with store leadership to resolve customer issues, fostering strong partnerships and ensuring an outstanding customer experience.
Work Environment & Schedule Expectations
- This role requires working in a retail environment, necessitating standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varied shifts, including evenings, weekends, and holidays, as needed by the business.
- Comfort in busy, customer-facing environments with consistent interaction and problem-solving demands.
Operational Excellence
- Effectively navigate multiple systems concurrently while engaging with customers in real time.
- Thoroughly and accurately document all customer interactions.
- Adhere to company policies, compliance mandates, and privacy standards.
- Strive to meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.
- Maintain inventory integrity and organization.