About the job
Become a Valued Member of Our Team!
At DSI, we bring over four decades of expertise in sales enablement and tailored business solutions, ensuring we deliver exceptional value and measurable results for our clients and partners. We are searching for enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our dynamic and fulfilling workplace provides you with the chance to grow alongside us and significantly influence our operations.
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 environments. In this position, you will actively engage with customers and retail associates to address account, billing, device, and service inquiries, often amidst fast-paced and high-volume scenarios. Proficiency in communication, emotional resilience, technological comfort, and the capacity to remain composed and professional in a lively retail atmosphere are key to success in this role.
Core Responsibilities:
Customer Engagement
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail settings.
- Address inquiries concerning billing, account adjustments, plan modifications, device assistance, and service-related issues.
- Troubleshoot wireless devices, network complications, and feature functionality.
- Operate effectively in high-traffic retail environments, maintaining focus, professionalism, and service quality during peak hours and escalated situations.
Retail Partner Collaboration
- Serve as the AT&T subject-matter 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 engage with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations
- This role is performed in a retail setting and necessitates standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility in scheduling is required, including evenings, weekends, and holidays based on business demands.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving requirements is essential.
Commitment to Operational Excellence
- Navigate multiple systems concurrently while assisting customers in real-time.
- Document all interactions accurately and thoroughly.
- Comply with company policies, regulatory requirements, and privacy standards.
- Achieve or surpass performance metrics, focusing on quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.

