About the job
Become a Valuable Member of Our Team!
At DSI Systems, we bring over 40 years of experience in sales enablement and customized business solutions, delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the fields of sales and customer service. You will thrive in our vibrant and rewarding work environment, where opportunities for professional growth and significant impact await.
Role Summary
The Retail Support Specialist (RSS) provides direct, hands-on assistance to AT&T customers in bustling national retail settings. In this role, you will communicate with customers and retail partners to address account, billing, device, and service-related issues, often in fast-paced, high-volume situations. To succeed, you will need strong communication abilities, emotional resilience, familiarity with technology, and the capacity to stay calm, precise, and professional under pressure.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail stores.
- Address inquiries regarding billing, account updates, service adjustments, and device support.
- Troubleshoot issues with wireless devices, network connectivity, and feature functionality.
- Maintain focus and professionalism while providing high-quality service in busy retail environments, particularly during peak hours 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 representative for these partners, managing in-store support for escalated customer issues.
- Engage proactively with store management to resolve customer concerns, enhancing partnership collaboration and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is carried out in a retail environment, requiring up to 8 hours of standing, walking, and interacting on the sales floor.
- Must be available for flexible scheduling, including evenings, weekends, and holidays, based on business needs.
- Comfortable operating in dynamic, customer-facing settings with frequent demands for interaction and problem-solving.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Accurately document all customer interactions.
- Comply with company policies, privacy standards, and compliance requirements.
- Achieve performance metrics related to quality, efficiency, and customer satisfaction.
- Implement and sustain approved planograms for mobile devices and signage.
- Manage inventory effectively.

