About the job
Join Our Dynamic Team!
At DSI Systems, we are a leader in sales enablement and customized business solutions with over 40 years of experience delivering exceptional value to our clients and partners. We are seeking enthusiastic individuals who are ready to make a difference in the fields of sales and customer service. Our vibrant work environment provides ample opportunities for personal and professional growth, allowing you to leave a lasting impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct support to AT&T customers in high-traffic retail settings. You will engage with customers and retail partners to address and resolve inquiries related to accounts, billing, devices, and services—often in a fast-paced, high-volume atmosphere. Success in this role hinges on your strong communication skills, emotional resilience, comfort with technology, and your ability to maintain professionalism and accuracy amidst the dynamic nature of retail.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan changes, device support, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionality effectively.
- Maintain focus and professionalism in busy retail environments, ensuring high service quality 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, managing in-store support for escalated issues.
- Engage proactively with store leadership to tackle customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Scheduling
- This position is based in a retail environment requiring standing, walking, and engagement on the sales floor for up to 8 hours daily.
- Willingness to work flexible schedules, including evenings, weekends, and holidays, depending on business needs.
- Comfortable working in bustling, customer-facing settings with frequent interaction and problem-solving demands.
Operational Excellence
- Effectively navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction.
- Implement and uphold approved planograms for mobile devices and signage.