About the job
Join Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is committed to delivering exceptional value and results for our clients and partners. We are on the lookout for enthusiastic individuals ready to excel in sales and customer service. Our vibrant work environment offers a unique opportunity for personal growth and the chance to make a significant impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail settings. In this position, you will interact directly with customers and retail partners to address issues related to accounts, billing, devices, and services, often in high-pressure, fast-paced scenarios. Success in this role demands outstanding communication abilities, emotional resilience, technological savvy, and the capacity to maintain composure, accuracy, and professionalism amidst the dynamic retail environment.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail stores.
- Resolve inquiries regarding billing, account modifications, plan adjustments, device assistance, and service-related issues.
- Troubleshoot wireless devices, network challenges, and feature functionality.
- Function efficiently in high-volume retail settings, ensuring sustained focus, professionalism, and service quality during peak periods and escalated situations.
Retail Partner Support
- Act as the AT&T subject matter expert for retail staff and third-party labor partners.
- Serve as the primary AT&T representative for retail partners, leading in-store support for escalated customer issues.
- Engage proactively with store leadership to address customer concerns, enhancing partnership alignment and ensuring a top-notch customer experience.
Work Environment & Schedule Expectations:
- This role necessitates working in a retail environment, requiring standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays based on business needs.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence:
- Efficiently navigate multiple systems while engaging customers in real-time.
- Thoroughly and accurately document all customer interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and maintain approved planograms for mobile devices and promotional signage.

