About the job
Become a Vital Part of Our Team!
At DSI Systems, we boast over 40 years of expertise in sales enablement and tailored business solutions, consistently delivering enhanced value to our clients and partners. We are searching for dedicated individuals excited to thrive in the realms of sales and customer service. Our vibrant and fulfilling work environment enables you to grow alongside us while creating a meaningful impact.
Position Summary
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail spaces. You will interact directly with customers and retail partners to address issues related to accounts, billing, devices, and services, often in high-pressure, fast-paced circumstances. Achieving success in this role demands excellent communication abilities, emotional resilience, a comfort level with technology, and the capacity to maintain composure, accuracy, and professionalism in a dynamic retail atmosphere.
Essential Duties and Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers within national retail settings.
- Address inquiries regarding billing, account modifications, plan adjustments, device support, and service-related issues.
- Diagnose problems with wireless devices, network connectivity, and feature functionalities.
- Efficiently operate in high-traffic retail environments, consistently maintaining focus, professionalism, 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 labor partners.
- Act as the primary representative for AT&T with these partners, leading in-store support for escalated customer issues.
- Engage proactively with store leadership to resolve customer concerns, fostering partnership alignment, and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations
- Work is performed in a retail setting, requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work various schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in busy, customer-centric environments with frequent interaction and problem-solving requirements.
Operational Excellence
- Simultaneously navigate multiple systems while interacting with customers in real-time.
- Thoroughly and accurately document all customer interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Meet or exceed performance indicators, including quality, efficiency, and customer satisfaction metrics.
- Implement and uphold approved planograms for mobile devices and signage.
