About the job
Become Part of Our Dynamic Team!
With over four decades of experience in sales enablement and tailored business solutions, DSI Systems is committed to delivering exceptional value that drives success for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and fulfilling work environment presents you with the chance to grow alongside us and create a lasting impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role by providing direct, frontline assistance to AT&T customers in bustling national retail settings. This position requires you to interact closely with customers and retail partners to address issues related to accounts, billing, devices, and services, often in fast-paced and high-pressure situations. To thrive in this role, candidates must possess excellent communication abilities, emotional resilience, comfort with technology, and the capacity to maintain composure and professionalism in a dynamic retail atmosphere.
Core Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail venues.
- Address inquiries regarding billing, account modifications, plan adjustments, device assistance, and service-related issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Perform effectively in high-traffic retail environments, ensuring focus, professionalism, and quality service during peak periods and escalated situations.
Retail Partner Support
- Act as the AT&T subject-matter expert for retail staff and third-party labor partners.
- Serve as the primary AT&T representative for these partners, overseeing in-store support for retail escalations.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment and guaranteeing a top-tier customer experience.
Work Environment & Schedule Requirements
- This position is conducted in a retail environment, necessitating standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Must possess the flexibility to work various schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in a bustling, customer-centric environment with frequent interactions and problem-solving demands.
Operational Excellence
- Simultaneously navigate multiple systems while assisting customers in real-time.
- Thoroughly document all customer interactions accurately.
- Comply with company policies, compliance mandates, and privacy standards.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and maintain approved planograms for mobile devices and signage.
