About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, consistently delivering exceptional value and results for our clients. We are seeking enthusiastic individuals who are ready to excel in sales and customer service. Join us in a vibrant and fulfilling work environment where your contributions will drive significant impact and professional growth.
Role Overview
The Retail Support Specialist (RSS) is essential in providing hands-on, frontline assistance to AT&T customers in bustling national retail locations. In this pivotal role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, especially in high-volume scenarios. Success in this position requires outstanding communication abilities, emotional resilience, technological proficiency, and the capacity to maintain professionalism and accuracy in a fast-paced retail environment.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail settings.
- Address inquiries surrounding billing, account modifications, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices and network problems, ensuring optimal feature functionality.
- Perform efficiently in high-traffic retail environments, sustaining focus, professionalism, and service quality during peak periods and escalated situations.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party partners.
- Act as the primary AT&T liaison for these partners, leading in-store support for escalated retail issues.
- Proactively collaborate with store management to resolve customer concerns, reinforcing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position operates in a retail setting, necessitating standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility in schedule is required, including availability for evenings, weekends, and holidays as dictated by business needs.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving responsibilities is essential.
Operational Excellence
- Effectively navigate multiple systems simultaneously while engaging with customers in real-time.
- Thoroughly document all customer interactions.
- Adhere to company policies, compliance regulations, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile device displays and signage.
- Maintain inventory accuracy and assist in stock replenishment as needed.

