About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of experience in sales enablement and tailored business solutions that drive outstanding results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave a lasting impression in the realms of sales and customer service. Join us in a vibrant and fulfilling work environment where you can thrive and make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers in bustling national retail locations. This position requires engaging with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced settings. To excel in this role, candidates should possess excellent communication abilities, emotional fortitude, a comfort with technology, and the capability to maintain composure, accuracy, and professionalism amidst a dynamic retail landscape.
Key Responsibilities:
- Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers within national retail outlets.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service-related issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Efficiently operate in high-traffic retail environments while ensuring service quality and professionalism during peak times and escalated situations.
- Retail Partner Support
- Serve as the AT&T expert for retail employees and third-party labor partners.
- Act as the primary AT&T representative for these partners, leading in-store support for retail escalations.
- Proactively collaborate with store leadership to address customer concerns, enhancing partnership alignment and ensuring exceptional customer experiences.
Work Environment & Schedule Expectations
- This role is based in a retail environment, requiring standing, walking, and engaging on the sales floor for up to 8 hours a day.
- Must be available to work flexible hours, including evenings, weekends, and holidays, to meet business needs.
- Comfortable working in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Effectively navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Achieve or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and maintain approved planograms for mobile devices and signage.

