About the job
Join Our Dynamic Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailor-made business solutions, offering exceptional value that drives success for our clients and partners. We are excited to welcome enthusiastic individuals who are keen to excel in the realms of sales and customer service. Our vibrant and fulfilling work environment provides ample opportunities for personal growth and the chance to make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering direct, hands-on support to AT&T customers in bustling national retail settings. Your primary responsibilities will involve engaging with customers and retail partners to address account, billing, device, and service inquiries, often in dynamic and high-pressure situations. To thrive in this role, you must possess exceptional communication skills, emotional resilience, a comfort with technology, and the ability to remain composed, accurate, and professional in a fast-paced retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers in national retail locations.
- Resolve inquiries related to billing issues, account updates, plan adjustments, device troubleshooting, and service inquiries.
- Effectively troubleshoot wireless devices, network complications, and feature functionalities.
- Maintain focus and professionalism in high-volume retail environments, ensuring service quality during peak hours and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail employees and third-party partners.
- Act as the primary AT&T representative for retail partners, leading in-store support for escalated customer issues.
- Proactively collaborate with store leadership to address customer concerns, enhancing partnership alignment and ensuring a superior customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail environment requiring standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, 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
- Simultaneously navigate multiple systems while interacting with customers in real-time.
- Thoroughly and accurately document all customer interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and uphold approved planograms for mobile devices and signage.
- Maintain inventory accuracy as per company standards.

