About the job
Join Our Dynamic Team!
With over 40 years of experience in sales enablement and tailored business solutions, DSI Systems, Inc. is dedicated to providing exceptional value that yields tangible results for our clients and partners. We are seeking enthusiastic individuals ready to leave their mark in the realms of sales and customer service. Our vibrant and fulfilling work environment presents an opportunity for personal and professional growth while making a significant impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering hands-on, frontline support to AT&T customers within bustling national retail spaces. You will engage directly with customers and retail partners to address account, billing, device, and service inquiries, frequently in fast-paced settings. To excel in this role, you must possess robust communication skills, emotional resilience, technological savvy, and the ability to maintain composure, accuracy, and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Extend professional, friendly, and solution-oriented assistance to AT&T customers at national retail locations.
- Resolve inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Effectively operate in high-volume retail environments, ensuring focus, professionalism, and service excellence during peak traffic and escalated situations.
Retail Partner Support
- Act as the AT&T subject-matter expert for retail staff and third-party labor partners.
- Serve as the primary AT&T liaison for these partners, leading in-store support for retail escalations.
- Proactively engage with store leadership to resolve customer issues, enhancing partnership alignment and ensuring a best-in-class customer experience.
Work Environment & Schedule Expectations
- This position operates in a retail environment and requires 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 engaging with customers in real-time.
- Accurately document all interactions.
- Adhere to company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.

