About the job
Be a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, offering unmatched value that drives success for our clients and partners. We are seeking enthusiastic individuals who are ready to make their mark in the realms of sales and customer service. Join us in an exciting and fulfilling work environment that provides ample opportunities for personal and professional growth.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering exceptional support to AT&T customers within bustling national retail settings. In this position, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often in a fast-paced setting. To thrive in this role, you must possess outstanding communication skills, emotional resilience, and a comfort level with technology, all while maintaining professionalism and accuracy in a dynamic retail atmosphere.
Main Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and functionality features.
- Maintain focus and professionalism in high-volume retail environments, ensuring service quality even during peak hours.
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 escalated issues.
- Engage proactively with store management to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail environment requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing settings with frequent interactions and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions with accuracy.
- Adhere to company policies, compliance requirements, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction.
- Execute and maintain approved planograms for mobile devices and signage.
- Manage inventory effectively.
