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 committed to delivering exceptional value and results for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in the fields of sales and customer service. Join us in an exciting and fulfilling work environment where you can grow and make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail settings. In this role, you will directly engage with customers and retail partners to address account, billing, device, and service inquiries, often in high-pressure, fast-paced environments. Success in this position necessitates excellent communication skills, emotional resilience, and proficiency with technology, alongside the ability to maintain composure and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Remain effective in high-traffic retail environments, sustaining focus, professionalism, and service excellence during busy 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 retail partners, leading in-store support for escalations.
- Proactively collaborate with store leadership to resolve customer issues, reinforcing partnership alignment and ensuring top-tier customer experiences.
Work Environment & Schedule Expectations
- This role requires being present in a retail setting, necessitating standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Availability to work flexible schedules, including evenings, weekends, and holidays, based on business requirements.
- Comfort with busy, customer-facing environments with frequent interaction and problem-solving challenges.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all interactions with accuracy.
- Comply with company policies, privacy standards, and compliance requirements.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.
- Maintain inventory standards and ensure an organized sales floor.
