About the job
Become a Valuable Member of Our Team!
At DSI Systems, we boast over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to carve out a niche in sales and customer service. Our vibrant and fulfilling work environment offers opportunities for personal and professional growth while enabling you to make a meaningful impact.
Position Summary
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers within bustling national retail settings. You will interact with customers and retail partners to address account, billing, device, and service inquiries, often in dynamic, high-traffic situations. To excel in this role, you must possess strong communication skills, emotional resilience, technological proficiency, and the ability to maintain composure, accuracy, and professionalism in a fast-paced retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Address queries related to billing, account modifications, plan alterations, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Function effectively in high-volume retail environments, ensuring focus, professionalism, and service quality during peak periods and escalated scenarios.
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.
- Proactively engage with store leadership to resolve customer concerns, fostering partnership alignment and ensuring a top-notch customer experience.
Work Environment & Schedule Expectations
- This role is performed in a retail setting and involves standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Willingness to work flexible hours, including evenings, weekends, and holidays, based on business requirements.
- Comfort in busy, customer-facing environments with continual interaction and problem-solving challenges.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance standards, and privacy guidelines.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
- Maintain inventory accuracy.
