About the job
Be a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value and results for our clients and partners. We are seeking enthusiastic individuals who are ready to establish their presence in the fields of sales and customer service. Our vibrant and rewarding work environment provides ample opportunities for you to grow professionally and make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) is responsible for providing hands-on, frontline assistance to AT&T customers in bustling national retail settings. You will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced, high-volume scenarios. Success in this position demands strong communication skills, emotional resilience, technological familiarity, and the ability to stay composed, accurate, and professional in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail locations.
- Effectively resolve inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionality.
- Maintain focus, professionalism, and service quality during peak times and escalated situations in high-volume retail settings.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail employees and third-party labor partners.
- Act as the primary AT&T representative for these partners, providing leadership in-store support for retail escalations.
- Proactively collaborate with store leadership to address customer concerns, fostering partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail environment requiring prolonged standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Ability to work flexible hours, including evenings, weekends, and holidays, depending on business needs.
- Comfortable operating in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Thoroughly and accurately document all interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.

