About the job
Be a Part of Our Dynamic Team!
At DSI Systems, we pride ourselves on over 40 years of expertise in sales enablement and tailored business solutions, delivering remarkable value to our clients and partners. We are seeking enthusiastic individuals who are eager to excel in sales and customer service. Our vibrant and rewarding work environment provides a platform for personal growth and allows you to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) offers vital, hands-on support to AT&T customers in bustling national retail outlets. In this role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced, high-volume settings. To thrive in this position, you must possess excellent communication skills, emotional resilience, a strong comfort with technology, and the ability to maintain professionalism and accuracy amidst the dynamic nature of retail.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail environments.
- Address billing inquiries, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Perform effectively in high-traffic retail scenarios, ensuring service quality and professionalism 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 liaison for these partners, facilitating in-store support for escalated customer concerns.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership alignment and ensuring a superior customer experience.
Work Environment & Schedule Expectations
- This role requires standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work various schedules, including evenings, weekends, and holidays, as needed by the business.
- Comfortable operating in busy, customer-facing environments with frequent demands for interaction and problem-solving.
Operational Excellence
- Proficiently navigate multiple systems while conversing with customers in real-time.
- Accurately document all interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
