About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we bring over four decades of unparalleled expertise in sales enablement and tailored business solutions, consistently delivering exceptional value and results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Join us in an exciting and fulfilling environment where your growth and impact are paramount.
Position Summary
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail locations. This role involves direct engagement with customers and retail partners to address account, billing, device, and service issues, often in fast-paced, high-traffic scenarios. Success in this position hinges on excellent communication abilities, emotional resilience, technological proficiency, and maintaining composure and professionalism in a dynamic retail context.
Core Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail settings.
- Address inquiries related to billing, account modifications, plan adjustments, device support, and service inquiries.
- Troubleshoot wireless devices, network issues, and feature functionalities.
- Thrive in high-volume retail environments, sustaining focus, professionalism, and quality service during peak times and escalated situations.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail staff and third-party labor associates.
- Act as the primary AT&T representative for these partners, leading in-store support for escalated retail issues.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail environment and requires standing and walking on the sales floor for up to 8 hours daily.
- Flexibility to work varying schedules, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-oriented environments with frequent interaction and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while interacting with customers in real-time.
- Thoroughly and accurately document all customer interactions.
- Comply with company policies, compliance regulations, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and maintain approved planograms for mobile devices and signage.
- Maintain inventory accuracy and manage stock levels effectively.
