About the job
Become a Key Player in Our Team!
With over four decades of experience in sales enablement and tailored business solutions, DSI Systems is committed to delivering exceptional value and results 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. Join our dynamic and fulfilling work environment where you can grow alongside us and make a notable difference.
Position Overview
The Retail Support Specialist (RSS) provides vital, hands-on assistance to AT&T customers within bustling national retail settings. This role involves directly interacting with customers and retail partners to address account, billing, device, and service inquiries, especially in high-pressure, fast-paced situations. To excel in this position, candidates must possess excellent communication abilities, emotional resilience, a comfort with technology, and the capacity to maintain composure and professionalism amidst a busy retail atmosphere.
Primary Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Resolve questions related to billing, account updates, plan changes, device support, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Operate efficiently in high-traffic retail environments, ensuring professionalism and service quality during busy periods and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail staff and third-party labor associates.
- Act as the primary AT&T representative, leading support for retail escalations in-store.
- Proactively collaborate with store management to address customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This position is conducted in a retail setting, requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Must be able to work flexible hours, including evenings, weekends, and holidays, based on business needs.
- Comfortable operating in a bustling, customer-oriented environment with ongoing interaction and problem-solving responsibilities.
Operational Excellence
- Navigate multiple systems concurrently while assisting customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and uphold approved planograms for mobile devices and signage.