About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, providing unparalleled value that drives results for our clients and partners. We are seeking enthusiastic individuals ready to leave their mark in the realms of sales and customer service. Join us in an engaging and fulfilling work environment that offers personal growth and the chance to make a significant impact.
Position Summary
The Retail Support Specialist (RSS) plays a pivotal role in delivering exceptional, hands-on support to AT&T customers in bustling national retail settings. You will interact directly with customers and retail partners to address concerns related to accounts, billing, devices, and services, all while navigating fast-paced and high-volume situations. To thrive in this position, you will need strong communication abilities, emotional resilience, comfort with technology, and the capacity to remain calm, precise, and professional in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Maintain focus, professionalism, and service excellence during busy retail periods and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail staff and third-party labor partners.
- Act as the primary AT&T representative for these partners, leading in-store support for escalations.
- Engage proactively with store leadership to mitigate customer issues, enhancing partnership alignment and ensuring top-tier customer experiences.
Work Environment & Scheduling Expectations
- This role is set in a retail environment, necessitating standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Willingness to work flexible hours, including evenings, weekends, and holidays, based on business requirements.
- Comfortable operating in busy, customer-oriented environments with frequent interactions and problem-solving demands.
Operational Excellence
- Effectively manage multiple systems while engaging with customers in real-time.
- Accurately document all interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and sustain approved planograms for mobile devices and signage.

