About the job
Join Our Dynamic Team!
At DSI Systems, we leverage over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to make a meaningful impact in the realms of sales and customer service. Our vibrant and rewarding work environment provides ample opportunities for personal and professional growth.
Position Overview
The Retail Support Specialist (RSS) plays a vital role in providing hands-on, frontline support to AT&T customers within bustling national retail settings. In this position, you will engage directly with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced, high-volume scenarios. Success in this role hinges on 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 adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, resolve network problems, and ensure feature functionality.
- Thrive in high-volume retail environments, maintaining focus 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 partners.
- Act as the primary AT&T representative for retail partners, leading in-store support for escalated issues.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment and delivering a superior 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 scheduling is essential, including availability on evenings, weekends, and holidays as needed.
- Comfort in busy, customer-facing environments with frequent interactions and problem-solving responsibilities is a must.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions and maintain accurate records.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or surpass performance metrics including quality, efficiency, and customer satisfaction rates.
- Execute and uphold approved planograms for mobile devices and signage.

