About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and results for our clients and partners. We are searching for enthusiastic individuals who are eager to excel in the sales and customer service domains. Join us in a vibrant and fulfilling work environment that offers opportunities for personal and professional growth while making a meaningful impact.
Job Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail locations. In this role, you will directly interact with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced and high-volume settings. Succeeding in this position requires excellent communication skills, emotional resilience, technological proficiency, and the capacity to remain composed, precise, and professional in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers in national retail environments.
- Address inquiries concerning billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and service functionality.
- Effectively manage high-volume retail situations, maintaining focus, professionalism, and service quality during peak times and escalated scenarios.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party labor partners.
- Act as the primary AT&T representative, leading in-store support for retail escalations.
- Engage proactively with store leadership to tackle customer concerns, reinforcing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This role takes place in a retail setting and involves standing, walking, and interacting on the sales floor for up to 8 hours daily.
- Flexibility in scheduling is required, including evenings, weekends, and holidays based on business needs.
- Comfort in busy, customer-facing environments with frequent demands for interaction and problem-solving.
Operational Excellence
- Simultaneously navigate multiple systems while engaging with customers in real time.
- Thoroughly document all interactions in an accurate manner.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.
- Ensure inventory management aligns with company standards.
