About the job
Become Part of Our Dynamic Team!
At DSI Systems, we bring over four decades of expertise in sales enablement and tailored business solutions that add significant value and yield 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. Our vibrant and fulfilling work environment provides ample opportunities for personal and professional growth while making a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering direct, hands-on assistance to AT&T customers in bustling national retail settings. In this position, you will interact with customers and retail associates to address issues related to accounts, billing, devices, and services, often in demanding and fast-paced circumstances. To succeed in this role, you must exhibit excellent communication skills, emotional resilience, a solid grasp of technology, and the ability to stay composed, precise, and professional in a lively retail environment.
Primary Responsibilities:
Customer Support
- Deliver courteous, professional, and solution-oriented support to AT&T customers within national retail outlets.
- Address inquiries regarding billing, account modifications, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and service functionalities.
- Maintain focus and professionalism in high-volume retail contexts, ensuring service quality during peak periods and escalated matters.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail staff and third-party labor associates.
- Act as the primary AT&T representative for these partners, providing in-store support for escalated customer issues.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership synergy and ensuring an exceptional customer experience.
Work Environment & Scheduling Requirements
- This position is based in a retail setting and necessitates standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, based on business demands.
- Comfortable working in busy, customer-centric environments that require frequent interaction and problem-solving abilities.
Operational Excellence
- Effectively navigate multiple systems concurrently while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
- Maintain inventory accuracy and product presentation.

