About the job
Join Our Dynamic Team!
At DSI Systems, we boast over 40 years of experience in sales enablement and delivering tailored business solutions that create real value for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and rewarding workplace provides excellent opportunities for professional growth and the chance to make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail environments. In this role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries; often in fast-paced, high-volume situations. Success in this position calls for exceptional communication skills, emotional resilience, technological proficiency, and the ability to remain calm, accurate, and professional amidst the dynamic nature of retail.
Core Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail settings.
- Address inquiries regarding billing, account modifications, plan changes, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain effectiveness in high-volume retail environments, ensuring focus, professionalism, and service quality during peak times and escalated situations.
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, managing in-store support for escalated issues.
- Engage proactively with store leadership to address customer concerns, enhancing partnership alignment and ensuring an exemplary customer experience.
Work Environment & Schedule Requirements
- This role takes place in a retail setting and necessitates standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Must be willing to work flexible hours, including evenings, weekends, and holidays, based on business requirements.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving responsibilities is essential.
Operational Excellence
- Navigate multiple systems concurrently while interacting with customers in real time.
- Accurately document all customer interactions.
- Comply with company policies, compliance mandates, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.
