About the job
Become a Valuable Member of Our Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, driving exceptional value and 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. Join us in an exciting and rewarding work environment that empowers you to grow while making a meaningful impact.
Role Overview
The Retail Support Specialist (RSS) plays a crucial role in providing hands-on support to AT&T customers in bustling retail settings. You will directly engage with customers and retail partners to address account inquiries, billing issues, device questions, and service concerns, often in fast-paced and high-volume situations. To thrive in this role, you must possess excellent communication skills, emotional resilience, a comfort with technology, and the ability to remain composed, precise, and professional in a lively retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively operate in high-traffic retail environments, ensuring focus, professionalism, and quality of service during peak periods and escalated 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, leading in-store support for retail escalations.
- Proactively collaborate with store leadership to resolve customer issues, enhancing partnership alignment and guaranteeing an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is based in a retail environment and involves standing, walking, and engaging on the sales floor for up to 8 hours per day.
- Must be available to work flexible hours, including evenings, weekends, and holidays, depending on business requirements.
- Comfortable working in busy, customer-focused settings with frequent interactions and problem-solving demands.
Operational Excellence
- Navigate multiple systems simultaneously while engaging with customers in real-time.
- Document all interactions comprehensively and accurately.
- Comply with company policies, regulatory standards, and privacy guidelines.
- Meet or exceed performance metrics such as quality, efficiency, and customer satisfaction.
- Implement and maintain approved planograms for mobile devices and signage.
- Ensure inventory management and control.
