About the job
Join Our Dynamic Team at DSI Systems!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering unparalleled value and impactful results for our clients and partners. We are seeking enthusiastic individuals who are passionate about making a difference in sales and customer service. Our vibrant and rewarding work environment provides you with the opportunity to grow alongside us and create a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) is responsible for providing exceptional, hands-on support to AT&T customers within bustling national retail settings. In this role, you will directly engage with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced, high-volume scenarios. Success in this position requires strong communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail environment.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device support, and service-related issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Excel in high-volume retail environments, ensuring focus, professionalism, and quality service during peak times 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 AT&T representative for these partners, leading in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer concerns, strengthen partnerships, and ensure a premier customer experience.
Work Environment & Schedule Expectations
- This role is performed in a retail setting and entails standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays based on business needs.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Simultaneously navigate multiple systems while engaging with customers in real-time.
- Thoroughly and accurately document all interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.
