About the job
Join Our Team!
At DSI Systems, we bring over four decades of expertise in sales enablement and tailored business solutions, delivering exceptional value that drives results for our clients and partners. We're searching for enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our dynamic and fulfilling work environment offers you the chance to grow alongside us while making a substantial impact.
Job Overview
The Retail Support Specialist (RSS) provides direct, hands-on assistance to AT&T customers in bustling national retail settings. In this position, you'll interact with customers and retail partners to address account, billing, device, and service issues, often in fast-paced, high-volume circumstances. To thrive in this role, you need excellent communication skills, emotional resilience, and comfort with technology, all while maintaining a composed, precise, and professional demeanor in a lively retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Perform effectively in high-traffic retail environments, ensuring focus, professionalism, and service quality during peak times and escalated situations.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party labor associates.
- Act as the primary AT&T representative for these partners, leading in-store support during retail escalations.
- Engage proactively with store leadership to tackle customer concerns, enhancing partnership alignment and guaranteeing a premier customer experience.
Work Environment & Schedule Expectations
- This position is conducted in a retail setting, requiring standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility in schedule is necessary, including evenings, weekends, and holidays, depending on business requirements.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving demands is essential.
Operational Excellence
- Navigate multiple systems concurrently while interacting with customers in real time.
- Accurately and thoroughly document all customer interactions.
- Comply with company policies, compliance requirements, and privacy standards.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and uphold approved planograms for mobile devices and signage.
