About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we pride ourselves on over 40 years of expertise in sales enablement and tailored business solutions that create significant value for our clients and partners. We are searching for enthusiastic individuals who are ready to leave their mark in the fields of sales and customer service. Our stimulating and rewarding workplace empowers you to grow alongside us and make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) provides essential frontline support to AT&T customers within bustling national retail locations. In this role, you will directly interact with customers and retail partners to address account, billing, device, and service issues in high-pressure and fast-paced environments. Success in this role hinges on your exceptional communication skills, emotional fortitude, comfort with technology, and ability to maintain professionalism and accuracy amid the hustle and bustle of retail.
Core Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail settings.
- Handle inquiries regarding billing, account modifications, plan changes, device assistance, and service-related issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Perform effectively in high-volume retail settings, ensuring focus, professionalism, and service excellence during peak hours and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail staff and third-party labor partners.
- Act as the primary AT&T representative for these partners, providing in-store support for retail escalations.
- Proactively collaborate with store leadership to resolve customer issues, enhancing partnership alignment and guaranteeing an exceptional customer experience.
Work Environment & Schedule Expectations
- This position requires working in a retail environment, including standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work various shifts, including evenings, weekends, and holidays, based on business requirements.
- Comfortable in busy, customer-facing settings with frequent interaction and problem-solving challenges.
Operational Excellence
- Efficiently navigate multiple systems while interacting with customers in real time.
- Accurately document all customer interactions.
- Comply with company policies, regulations, and privacy standards.
- Achieve or surpass performance metrics encompassing quality, efficiency, and customer satisfaction.
- Implement and uphold approved planograms for mobile devices and signage.
- Manage inventory levels and ensure product availability.