About the job
Join Our Dynamic Team!
At DSI Systems, we bring together over 40 years of expertise in sales enablement and tailored business solutions. Our commitment is to provide enhanced value that drives results for our clients and partners. We are searching for enthusiastic individuals ready to make a significant impact in the realms of sales and customer service. Within our vibrant and fulfilling work environment, you will have the opportunity to evolve alongside us.
Job Overview
The Retail Support Specialist (RSS) offers direct, hands-on assistance to AT&T customers in bustling national retail settings. In this position, you will interact with customers and retail partners to resolve issues related to accounts, billing, devices, and services, often in fast-paced, high-pressure situations. To excel in this role, strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm and professional in a dynamic retail atmosphere are essential.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries about billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionality.
- Maintain focus, professionalism, and service quality during peak times and challenging situations in a high-volume retail environment.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail employees and third-party partners.
- Act as the primary AT&T representative for these partners, providing in-store support for escalated retail matters.
- Engage proactively with store management to address customer concerns, enhancing partnership collaboration and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is based in a retail setting, requiring standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work varying schedules, including evenings, weekends, and holidays, is necessary based on business needs.
- Comfortable working in busy, customer-facing environments with frequent demands for interaction and problem-solving.
Operational Excellence
- Simultaneously navigate multiple systems while actively engaging with customers.
- Document all customer interactions comprehensively and accurately.
- Adhere to company policies, compliance regulations, and privacy standards.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.
