About the job
Join Our Dynamic Team!
At DSI Systems, we boast over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value that translates into results 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 fulfilling work environment presents an outstanding opportunity for personal growth and the chance to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail locations. In this position, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often within fast-paced, high-traffic settings. Achieving success in this role demands exceptional communication abilities, emotional resilience, technological proficiency, and the capacity to maintain composure, accuracy, and professionalism while navigating the dynamic retail landscape.
Core Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers in national retail venues.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service concerns.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively manage high-volume retail interactions, ensuring focus, professionalism, and service excellence 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 these partners, facilitating in-store support for retail escalations.
- Proactively engage with store leadership to resolve customer issues, enhancing partnership alignment and guaranteeing a top-tier customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail setting, necessitating standing, walking, and active engagement on the sales floor for up to 8 hours each day.
- Willingness to work flexible hours, including evenings, weekends, and holidays, based on business needs.
- Comfortable in lively, customer-contact environments with frequent interaction and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all interactions with accuracy.
- Comply with company policies, regulatory requirements, and privacy standards.
- Meet or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and sustain approved planograms for mobile devices and signage.

