About the job
Be Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, consistently delivering enhanced value and outstanding results for our clients and partners. We are seeking enthusiastic individuals who are passionate about making a difference in sales and customer service. Join us in our vibrant and rewarding work environment where you can grow and have a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers in bustling national retail settings. You will interact with customers and retail partners to address account inquiries, billing issues, device support, and service concerns, often in fast-paced conditions. Success in this position depends on your strong communication abilities, emotional resilience, technological comfort, and a calm, accurate, 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.
- Troubleshoot and resolve inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Effectively manage high-volume retail environments, maintaining focus and service quality during peak periods and escalated situations.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail employees and third-party partners.
- Act as the primary AT&T representative for these partners, leading in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a top-notch customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting and involves standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Ability to work flexible schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable in busy, customer-facing environments with frequent demands for interaction and problem-solving.
Operational Excellence
- Navigate multiple systems concurrently while engaging with customers in real-time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance regulations, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.

