About the job
Join Our Dynamic Team!
At DSI Systems, boasting over 40 years of expertise in sales enablement and tailored business solutions, we strive to deliver exceptional value that drives results for our clients and partners. We are actively seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and rewarding work environment provides chances for personal growth and a significant impact.
Position Overview
The Retail Support Specialist (RSS) offers comprehensive, frontline assistance to AT&T customers within busy national retail environments. In this role, you will interact directly with customers and retail partners to resolve issues related to accounts, billing, devices, and services, often in high-pressure, high-traffic scenarios. Success in this position requires exceptional communication skills, emotional resilience, technological proficiency, and the ability to maintain composure and professionalism in a dynamic retail setting.
Primary Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Operate effectively in fast-paced retail settings while maintaining focus, professionalism, and service quality during peak periods and escalated issues.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail employees and third-party labor associates.
- Act as the primary AT&T representative for these partners, leading in-store support for retail escalations.
- Proactively collaborate with store leadership to address customer concerns, fostering partnership alignment and ensuring an outstanding customer experience.
Work Environment & Schedule Expectations
- This role is based in a retail environment and necessitates standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work various schedules, including evenings, weekends, and holidays as per business requirements.
- Comfortable working in bustling, customer-facing environments with frequent interactions and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly and accurately document all interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.

