About the job
Join Our Dynamic Team!
At DSI Systems, we bring over 40 years of experience in sales enablement and customized business solutions, creating unparalleled value for our clients and partners. We are seeking enthusiastic individuals who are ready to make a meaningful impact in the realms of sales and customer service. Our stimulating work environment is designed to foster your growth and allow you to contribute significantly to our success.
Job Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail environments. In this role, you will collaborate directly with customers and retail partners to address inquiries related to accounts, billing, devices, and services, often in fast-paced situations. To excel in this position, you will need strong communication abilities, emotional resilience, and a comfort level with technology, all while remaining calm, precise, and professional amidst the dynamic retail landscape.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries concerning billing, account updates, plan changes, device support, and service issues.
- Troubleshoot wireless device problems, network challenges, and feature functionalities.
- Maintain focus and professionalism while providing quality service during high-volume periods.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party partners.
- Act as the primary AT&T representative for retail escalations, ensuring top-tier support.
- Engage proactively with store leadership to resolve customer concerns and enhance partnership alignment, ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is based in a retail setting, requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Must be flexible with work schedules, including evenings, weekends, and holidays, based on business needs.
- Comfort in fast-paced, customer-facing environments is essential, with frequent demands for interaction and problem-solving.
Operational Excellence
- Efficiently navigate multiple systems while interacting with customers in real-time.
- Document all customer interactions thoroughly and accurately.
- Adhere to company policies, compliance standards, and privacy regulations.
- Consistently meet or exceed performance metrics regarding quality, efficiency, and customer satisfaction.
- Execute and maintain approved planograms for mobile devices and signage.
