About the job
Become a Key Player in Our Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions, creating significant value for our clients and partners. We are searching for enthusiastic individuals who are ready to excel in sales and customer service. Our vibrant and fulfilling work environment provides the perfect platform for you to grow and make a real difference.
Position Overview
The Retail Support Specialist (RSS) is responsible for providing direct, hands-on support to AT&T customers in bustling national retail settings. 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-traffic situations. To succeed in this role, you must possess excellent communication skills, emotional resilience, technological proficiency, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail environment.
Core Responsibilities:
Customer Support
- Deliver friendly, professional, and solutions-oriented support to AT&T customers in national retail locations.
- Address inquiries related to billing, account updates, plan changes, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and functionality of features.
- Perform effectively in high-volume retail settings while maintaining focus, professionalism, and quality service during peak times 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 for these partners, leading in-store support for escalated issues.
- Engage proactively with store management to resolve customer concerns, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position requires working in a retail environment, necessitating standing, walking, and engaging on the sales floor for up to 8 hours per day.
- Flexibility to work various schedules, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in bustling, customer-facing environments with frequent interactions and problem-solving responsibilities.
Operational Excellence
- Effectively navigate multiple systems while simultaneously engaging with customers in real-time.
- Document all customer interactions thoroughly and accurately.
- Adhere to company policies, compliance regulations, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.

