About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we leverage over 40 years of expertise in sales enablement and tailored business solutions to deliver exceptional value and tangible results for our clients and partners. We are searching for enthusiastic individuals who are ready to make a difference in the fields of sales and customer service. Join us in a vibrant and fulfilling work environment where you can grow your career and leave a lasting impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on assistance to AT&T customers in bustling national retail locations. In this role, you will directly interact with customers and retail partners to address account, billing, device, and service-related issues, often in fast-paced, high-traffic settings. To succeed, you must possess exceptional communication skills, emotional resilience, a comfort with technology, and the ability to maintain professionalism and accuracy amidst dynamic retail challenges.
Key Responsibilities:
Customer Support
- Deliver courteous, professional, and solution-oriented support to AT&T customers in retail outlets.
- Address inquiries related to billing, account modifications, plan alterations, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain composure and professionalism while providing service quality during peak traffic and escalated customer situations.
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 retail partners, leading in-store support for escalated matters.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Requirements
- This position is performed in a retail setting, necessitating standing, walking, and engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varied hours, including evenings, weekends, and holidays, based on business needs.
- Comfortable operating in bustling, customer-centric environments with frequent interactions and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems in real-time while assisting customers.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and uphold approved planograms for mobile devices and signage.
- Manage inventory levels accurately and efficiently.

