About the job
Become Part of Our Dynamic Team!
With over 40 years of experience in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in sales and customer service. Our vibrant and fulfilling work environment provides you with the chance to grow alongside us and make a meaningful impact.
Job Overview
The Retail Support Specialist (RSS) serves as a vital frontline resource for AT&T customers in bustling national retail locations. In this role, you will engage directly with customers and retail partners to address account, billing, device, and service inquiries, often in high-pressure, fast-paced environments. Achieving success in this position requires excellent communication abilities, emotional resilience, a comfort with technology, and the capacity to maintain composure, precision, and professionalism amidst the dynamic nature of retail.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail settings.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Remain effective in high-traffic retail environments, ensuring focus, professionalism, and service excellence even during peak times and escalated situations.
Retail Partner Support
- Act as the AT&T subject-matter expert for retail staff and third-party labor partners.
- Function as the primary AT&T representative for these partners, leading in-store assistance for escalated customer concerns.
- Proactively collaborate with store leadership to address customer issues, enhancing partnership alignment and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations
- This role takes place in a retail setting and includes standing, walking, and interacting on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, depending on business requirements.
- Comfortable working in busy, customer-facing environments with continuous interaction and problem-solving responsibilities.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions with precision.
- Comply with company policies, adherence to compliance standards, and respect privacy regulations.
- Meet or exceed performance benchmarks related to quality, efficiency, and customer satisfaction.
- Implement and sustain approved planograms for mobile devices and signage.
