About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI is dedicated to delivering exceptional value to our clients and partners. We are in search of enthusiastic individuals who are passionate about making a difference in sales and customer service. Join us in an exciting and fulfilling work environment, where you can grow alongside us and truly make an impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail spaces. You will directly interact with customers and retail partners to address account, billing, device, and service inquiries, often in high-pressure, fast-paced settings. To excel in this role, you will need excellent communication skills, emotional resilience, a comfort with technology, and the ability to maintain professionalism and accuracy amidst the dynamic nature of retail.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, 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 problems, and feature functionalities.
- Function effectively in high-volume retail settings, sustaining focus, professionalism, and service quality during peak hours and escalated situations.
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, providing in-store support for retail escalations.
- Engage proactively with store leadership to address customer concerns, reinforcing partnership alignment and ensuring a superior customer experience.
Work Environment & Schedule Expectations
- This role is performed in a retail setting, requiring standing, walking, and engaging on the sales floor for up to 8 hours each day.
- Flexibility to work various schedules, including evenings, weekends, and holidays, depending on business needs.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Effectively manage multiple systems simultaneously while engaging with customers in real-time.
- Thoroughly and accurately document all customer interactions.
- Comply with company policies, compliance guidelines, and privacy standards.
- Achieve or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.
- Maintain inventory accuracy and availability.
