About the job
Become Part of Our Dynamic Team!
At DSI Systems, we bring over four decades of expertise in sales enablement and tailored business solutions. Our mission is to enhance value and deliver outstanding results for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in sales and customer service. Join us in an exciting and fulfilling work environment where your contributions can lead to significant growth and impact.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on frontline support to AT&T customers in bustling national retail locations. You will directly interact with customers and retail partners to address inquiries related to accounts, billing, devices, and services, often in fast-paced situations. Achieving success in this role necessitates excellent communication skills, emotional resilience, comfort with technology, and the ability to maintain professionalism in a dynamic retail environment.
Core Responsibilities
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail settings.
- Address inquiries regarding billing, account changes, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Perform effectively in high-volume retail situations, ensuring quality service during peak times and escalated scenarios.
Retail Partner Support
- Serve as the AT&T 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 matters.
- Engage proactively with store leadership to resolve customer issues, fostering strong partnerships and ensuring top-notch customer experiences.
Work Environment & Scheduling
- This role is performed in a retail setting, requiring standing, walking, and customer engagement for up to 8 hours daily.
- Flexibility to work various schedules, including evenings, weekends, and holidays as needed.
- Ability to thrive in busy, customer-facing environments with frequent problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while assisting customers in real time.
- Thoroughly 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.
- Execute and uphold approved planograms for mobile devices and signage.
- Maintain inventory integrity.

