About the job
Become Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of experience in sales enablement and custom business solutions. Our mission is to provide exceptional value and results for our clients and partners. We seek enthusiastic individuals who are ready to excel in sales and customer service. Join us in an inspiring and rewarding work environment where you can thrive and truly make a difference.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering exceptional, hands-on support to AT&T customers in bustling national retail settings. You will directly interact with customers and retail partners to resolve issues related to accounts, billing, devices, and services, often in fast-paced, high-volume environments. To succeed in this role, you must possess strong communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail space.
Key Responsibilities:
Customer Support
- Offer professional, friendly, and solution-driven assistance to AT&T customers at national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionality.
- Maintain focus and professionalism in high-volume retail environments, ensuring service quality during peak times and escalations.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail employees and third-party labor partners.
- Act as the primary AT&T representative, leading in-store support for retail escalations.
- Engage proactively with store leadership to address customer concerns, enhancing partnership alignment and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail setting and necessitates 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, based on business needs.
- Comfortable in busy, customer-facing environments with frequent interactions and problem-solving requirements.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Thoroughly and accurately document all customer interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics related to quality, efficiency, and customer satisfaction.
- Implement and maintain approved planograms for mobile devices and signage.
