About the job
Join Our Dynamic Team!
At DSI Systems, we bring over four decades of experience in sales enablement and tailored business solutions, consistently delivering exceptional value to our clients and partners. We are searching for enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and rewarding work environment provides you with the platform to grow alongside us and make a substantial impact.
Position Overview
The Retail Support Specialist (RSS) provides crucial frontline assistance to AT&T customers within busy national retail settings. In this role, you will directly engage with customers and retail partners to address and resolve inquiries related to accounts, billing, devices, and services—often in fast-paced and high-volume circumstances. To excel in this position, strong communication skills, emotional resilience, technological proficiency, and the ability to maintain professionalism and accuracy in a dynamic retail environment are essential.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail locations.
- Resolve inquiries concerning billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Effectively navigate high-volume retail environments, ensuring focus, professionalism, and quality service even during peak hours and escalations.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party labor partners.
- Act as the primary AT&T representative for these partners, facilitating in-store support during escalations.
- Engage proactively with store leadership to address customer concerns, fostering partnership alignment and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail setting, requiring standing, walking, and interaction 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 interactions and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions and maintain compliance with company policies and privacy standards.
- Achieve or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.
