About the job
Become a Valuable Member of Our Team!
At DSI Systems, we bring over four decades of expertise in sales enablement and personalized business solutions. Our commitment to delivering exceptional value has allowed us to forge strong relationships with our clients and partners. We seek enthusiastic individuals who are excited to excel in sales and customer service. Join us in a dynamic and rewarding environment where your contributions will be recognized and you will have the opportunity to make a real difference.
Role Summary
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within bustling national retail locations. This role involves direct interaction with customers and retail partners to address account, billing, device, and service issues, often in high-pressure, fast-paced situations. To thrive in this position, candidates must possess excellent communication skills, emotional resilience, comfort with technology, and the ability to maintain professionalism and accuracy in a rapidly changing retail environment.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-driven assistance to AT&T customers at national retail outlets.
- Address inquiries related to billing, account modifications, plan alterations, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Function efficiently in high-traffic retail settings, sustaining focus, professionalism, and quality service amid peak demand and escalated situations.
Retail Partner Support
- Serve as the AT&T subject-matter expert for retail staff and third-party labor associates.
- Act as the principal AT&T representative for these partners, overseeing in-store support for retail escalations.
- Engage proactively with store leadership to tackle customer issues, enhancing partnership alignment and ensuring a premium customer experience.
Work Environment & Schedule Requirements
- This position requires working in a retail space, necessitating standing, walking, and interacting on the sales floor for up to 8 hours each day.
- Availability for flexible schedules, including evenings, weekends, and holidays, as dictated by business needs.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving responsibilities.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real-time.
- Accurately document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
- Maintain inventory accuracy and product displays.
