About the job
Become a Part of Our Team!
With over four decades of experience in sales enablement and tailored business solutions, DSI Systems is committed to delivering exceptional value that produces tangible results for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in sales and customer service. Our dynamic and rewarding work environment offers the opportunity for professional growth and the chance to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, frontline support to AT&T customers in busy national retail locations. In this role, you will directly interact with customers and retail partners to address account, billing, device, and service inquiries, often within fast-paced, high-volume environments. Success in this position demands excellent communication skills, emotional resilience, and a strong comfort level with technology, enabling you to maintain composure and professionalism in a dynamic retail setting.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers within national retail outlets.
- Resolve queries related to billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionality.
- Effectively operate in high-traffic retail environments, ensuring focus, professionalism, and quality service during peak periods 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, providing in-store support for retail escalations.
- Proactively collaborate with store leadership to tackle customer concerns, reinforcing partnership alignment and ensuring a superior customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting and requires standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Must be able to work flexible hours, including evenings, weekends, and holidays as needed by the business.
- Comfortable working in busy, customer-facing settings with frequent demands for interaction and problem-solving.
Operational Excellence
- Simultaneously navigate multiple systems while engaging with customers in real-time.
- Thoroughly and accurately document all customer interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and sustain approved planograms for mobile devices and signage.
- Maintain inventory accuracy and organization.