About the job
Become a Part of Our Dynamic Team!
With over 40 years of experience in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and results for our clients and partners. We are actively seeking enthusiastic individuals who are passionate about making a difference in sales and customer service. Our vibrant and rewarding work environment provides ample opportunities for you to grow alongside us and make a notable impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers within busy national retail settings. This position involves engaging with customers and retail partners to address and resolve account, billing, device, and service inquiries, particularly in fast-paced and high-traffic situations. To excel in this role, candidates must possess excellent communication skills, emotional resilience, technological proficiency, and the ability to maintain composure, precision, and professionalism amidst a dynamic retail atmosphere.
Primary Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers at national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Perform effectively in high-volume retail environments, ensuring focus, professionalism, and service quality during peak hours and escalated situations.
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 liaison for partners, leading in-store support for any escalated issues.
- Proactively collaborate with store leadership to address customer concerns, enhancing partnership alignment and guaranteeing an exceptional customer experience.
Work Environment & Schedule Expectations
- This role is situated within a retail environment and requires standing, moving, and engaging on the sales floor for up to 8 hours daily.
- Must be available to work flexible schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable operating in bustling, customer-facing environments with frequent interactions and problem-solving demands.
Operational Excellence
- Effectively navigate multiple systems simultaneously while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- 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.
