About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are passionate about sales and customer service. Join us in a vibrant and rewarding work environment that offers ample opportunities for personal and professional growth while making a meaningful impact.
Position Summary
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail settings. In this role, you will interact directly with customers and retail partners to address account, billing, device, and service inquiries, often within fast-paced, high-volume contexts. To thrive in this position, you will need strong communication abilities, emotional resilience, and a comfort with technology, while maintaining your composure and professionalism amidst dynamic retail challenges.
Primary Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented assistance to AT&T customers in national retail locations.
- Address inquiries regarding billing, account updates, plan changes, device support, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Effectively operate in high-traffic retail environments, consistently maintaining focus, professionalism, and quality service during peak times and escalated situations.
Retail Partner Support
- Serve as the subject-matter expert for retail employees and third-party labor partners for AT&T.
- Act as the primary AT&T representative for these partners, leading in-store support for escalated retail issues.
- Proactively engage with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring an outstanding customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail environment and involves standing, walking, and engaging with customers on the sales floor for up to 8 hours per day.
- Must be flexible with scheduling, including evenings, weekends, and holidays as needed based on business demands.
- Comfortable working in busy, customer-facing environments with frequent interactions and problem-solving requirements.
Operational Excellence
- Efficiently 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 ratings.
- Implement and maintain approved planograms for mobile devices and signage.

