About the job
Become a Vital Part of Our Team!
At DSI Systems, we proudly bring over 40 years of expertise in sales enablement and tailor-made business solutions, consistently enhancing value and delivering impactful results for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in the fields of sales and customer service. Join us in our dynamic and fulfilling work environment, where you have the chance to grow alongside us and leave a significant impact.
Position Summary
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers within bustling retail environments. In this position, you will interact with customers and retail partners to address inquiries related to accounts, billing, devices, and services—often in high-pressure, fast-paced situations. Success in this role requires exceptional communication skills, emotional resilience, a comfort with technology, and the ability to stay calm, precise, and professional in a vibrant retail atmosphere.
Key Duties and Responsibilities:
Customer Engagement
- Deliver professional, friendly, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan changes, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively manage high-volume retail settings while maintaining focus, professionalism, and quality service during peak times and escalated situations.
Partnership 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 escalated issues.
- Proactively collaborate with store management to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment and Schedule Expectations
- This position is conducted in a retail setting, requiring standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, as business demands dictate.
- Comfortable operating in busy, customer-facing environments with frequent interactions and problem-solving responsibilities.
Operational Excellence
- Navigate multiple systems concurrently while engaging with customers in real-time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Aim to meet or surpass performance metrics related to quality, efficiency, and customer satisfaction.
- Implement and uphold approved planograms for mobile devices and signage.

