About the job
Join Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and results for our clients and partners. We are seeking enthusiastic individuals who are passionate about making a difference in sales and customer service. Our vibrant and fulfilling work environment offers opportunities for personal growth and significant impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers within bustling national retail settings. In this position, you will interact with customers and retail partners to address inquiries regarding accounts, billing, devices, and services, often in fast-paced and high-volume situations. To excel in this role, strong communication skills, emotional resilience, and comfort with technology are essential, along with the ability to maintain composure and professionalism in a dynamic retail atmosphere.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain focus and professionalism in high-traffic retail environments during peak times and in escalated situations.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail employees and third-party partners.
- Act as the primary AT&T representative for these partners, leading in-store support for escalated customer issues.
- Engage proactively with store leadership to resolve customer concerns, fostering strong partnerships and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This role requires standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work evenings, weekends, and holidays as needed based on business demands.
- Comfortable working in a busy, customer-facing environment with frequent problem-solving interactions.
Operational Excellence
- Utilize multiple systems simultaneously while engaging with customers in real time.
- Document all customer interactions thoroughly and accurately.
- Adhere to company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and uphold approved planograms for mobile devices and signage.

