About the job
Become a Vital Part of Our Team!
At DSI Systems, with over 40 years in sales enablement and tailored business solutions, we pride ourselves on delivering exceptional value that translates into tangible results for our clients and partners. We are currently seeking enthusiastic individuals who are ready to leave a lasting impact in the realms of sales and customer service. Join us in an invigorating and fulfilling work environment that fosters your growth and allows you to make a noteworthy difference.
Position Overview
The Retail Support Specialist (RSS) provides direct, hands-on assistance to AT&T customers in bustling national retail settings. You will interact with customers and retail partners to address inquiries related to accounts, billing, devices, and services, often in a fast-paced environment. To excel in this role, you will need excellent communication skills, emotional resilience, technological proficiency, and the ability to maintain composure and professionalism under pressure.
Key Responsibilities:
Customer Assistance
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address questions related to billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Operate effectively in high-traffic retail environments while maintaining service quality during peak times and escalated situations.
Retail Partner Support
- Become 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 retail situations.
- Engage proactively with store leadership to tackle customer issues, thereby enhancing partnership alignment and ensuring an exemplary customer experience.
Work Environment & Scheduling Expectations
- This role is based in a retail environment, requiring standing, walking, and customer engagement for up to 8 hours daily.
- Must be available for flexible scheduling, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Navigate multiple systems in real-time while assisting customers.
- Document all customer interactions thoroughly and accurately.
- Follow company policies, compliance mandates, and privacy regulations diligently.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.
- Maintain inventory accuracy and organization.
