About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and measurable outcomes for our clients and partners. We seek enthusiastic individuals who are ready to make a significant impact in the fields of sales and customer service. Join us in a vibrant and fulfilling work environment, where you can develop your skills and contribute meaningfully.
Position Summary
The Retail Support Specialist (RSS) is pivotal in providing direct, hands-on support to AT&T customers in high-traffic retail settings. Your role will involve engaging with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced environments. Success in this position hinges on your communication prowess, emotional resilience, technological comfort, and ability to maintain professionalism and accuracy under pressure.
Key Responsibilities
- Customer Assistance: Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices and network problems, ensuring effective functionality.
- Exhibit focus and professionalism while operating in high-volume retail settings, even during peak traffic and escalated situations.
- Support for Retail Partners: Serve as the AT&T expert for retail employees and third-party labor partners.
- Act as the primary AT&T liaison for these partners, leading in-store support for escalated customer issues.
- Foster proactive engagement with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a superior customer experience.
Work Environment & Schedule
- This role is performed in a retail environment, requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Willingness to work flexible hours, including evenings, weekends, and holidays, as needed by the business.
- Comfort in busy, customer-centric environments with frequent problem-solving interactions.
Operational Excellence:
- Simultaneously navigate multiple systems while interacting with customers in real-time.
- Accurately document all customer interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and maintain approved planograms for mobile devices and signage.
