About the job
Join Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is committed to delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are eager to excel in sales and customer service. Our vibrant and fulfilling work environment provides the perfect platform for personal and professional growth, allowing you to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) is responsible for providing frontline support to AT&T customers in bustling national retail settings. You will interact directly with customers and retail partners to address account, billing, device, and service issues, often in fast-paced and high-volume circumstances. Success in this position necessitates excellent communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail environment.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solutions-oriented support to AT&T customers in national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service challenges.
- Troubleshoot wireless devices, network issues, and feature functionalities.
- Perform effectively in high-traffic retail environments, ensuring service quality and professionalism during peak periods and escalated situations.
Retail Partner Support
- Act as the AT&T subject matter expert for retail staff and third-party labor partners.
- Serve as the primary AT&T representative for retail partners, providing in-store support for escalations.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This role is performed in a retail setting requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in busy, customer-facing environments 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.
- Comply with company policies, regulatory requirements, and privacy standards.
- Achieve or surpass performance metrics related to quality, efficiency, and customer satisfaction.
- Implement and maintain approved planograms for mobile devices and signage.
