About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we bring over 40 years of experience in sales enablement and custom business solutions, delivering unparalleled value that drives 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 exhilarating and fulfilling work environment that provides opportunities for personal and professional growth.
Position Overview
The Retail Support Specialist (RSS) provides essential, direct support to AT&T customers in bustling national retail settings. This role involves engaging with customers and retail partners to address account, billing, device, and service inquiries, especially in fast-paced, high-traffic environments. To thrive in this position, candidates must possess excellent communication skills, emotional resilience, a comfort with technology, and the ability to maintain professionalism and accuracy amid dynamic retail scenarios.
Primary Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers within national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device support, and service issues.
- Troubleshoot wireless device concerns, network problems, and feature functionalities.
- Effectively operate in high-traffic retail settings, sustaining focus and professionalism during peak periods and escalated situations.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail staff and third-party labor partners.
- Act as the primary AT&T representative for these partners, facilitating in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Scheduling
- This role requires standing, walking, and interacting on the sales floor for up to 8 hours daily.
- Must be available to work flexible hours, including evenings, weekends, and holidays as per business requirements.
- Comfort in busy, customer-centric environments with frequent interaction and problem-solving demands is essential.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly and accurately document all interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and uphold approved planograms for mobile devices and signage.
- Ensure inventory accuracy and maintain product display standards.