About the job
Become a Key Player on Our Team!
At DSI Systems, we celebrate over 40 years of providing innovative sales enablement and tailored business solutions. Our mission is to deliver unprecedented value that drives success for our clients and partners. We are seeking enthusiastic individuals ready to leave their mark in the realms of sales and customer service. Join us in a dynamic and fulfilling work environment that empowers your growth and allows you to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail settings. You will interact directly with customers and retail partners to address account, billing, device, and service issues, often in high-pressure, high-volume situations. To thrive in this role, you must possess excellent communication skills, emotional resilience, and the ability to navigate technology while maintaining professionalism and accuracy in a fast-paced retail atmosphere.
Key Responsibilities:
- Customer Support
- Offer friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Handle inquiries related to billing, account adjustments, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain focus and professionalism in high-traffic retail environments, ensuring service quality even during peak times and escalated situations.
- Retail Partner Support
- Serve as the AT&T expert to retail teams and third-party labor partners.
- Act as the primary AT&T liaison for these partners, facilitating in-store support for escalated customer issues.
- Engage proactively with store leadership to resolve customer concerns, fostering alignment in partnerships and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This role is performed in a retail setting and requires standing, walking, and interaction on the sales floor for up to 8 hours daily.
- Able to work flexible hours, including evenings, weekends, and holidays, based on business needs.
- Comfortable operating in bustling, customer-facing environments with frequent interaction and problem-solving requirements.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance standards, and privacy requirements.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.
