About the job
Join Our Dynamic Team!
At DSI Systems, with over 40 years of expertise in sales enablement and customized business solutions, we pride ourselves on delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to make a positive impact in sales and customer service. Our vibrant and rewarding work environment provides ample opportunities for growth and significant contributions to our success.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering hands-on, frontline support to AT&T customers in busy national retail settings. You will interact directly with customers and retail partners to address account, billing, device, and service issues, often in high-pressure, fast-paced situations. Success in this role hinges on strong communication abilities, emotional resilience, comfort with technology, and the capacity to remain calm, accurate, and professional amidst the dynamic nature of retail.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Maintain professionalism and service quality in high-volume retail environments, especially during peak times and escalations.
Retail Partner Support
- Serve as the AT&T expert for retail employees and third-party labor partners.
- Act as the primary AT&T representative for these partners, leading in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer concerns, reinforcing partnership alignment and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail environment, requiring standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexible availability is necessary, including evenings, weekends, and holidays, to meet business needs.
- Comfort in bustling, customer-facing environments with frequent interactions and problem-solving demands is essential.
Operational Excellence
- Effectively navigate multiple systems while interacting with customers in real-time.
- Document all customer interactions accurately and comprehensively.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics, including customer satisfaction, quality, and efficiency.
- Execute and maintain approved planograms for mobile devices and signage.

