About the job
Join Our Dynamic Team!
At DSI Systems, we celebrate over 40 years of experience in sales enablement and delivering tailored business solutions that provide unmatched value to our clients and partners. We are seeking enthusiastic individuals who are ready to shine in sales and customer service. Our vibrant work environment offers you the chance to grow alongside us and create a meaningful impact.
Role Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers in busy national retail locations. You will engage with customers and retail partners to address account, billing, device, and service issues — often in fast-paced and high-volume scenarios. Success in this position requires excellent communication skills, emotional resilience, a comfort with technology, and the ability to maintain composure and professionalism in a dynamic retail setting.
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 problems, and feature functionalities.
- Function effectively in high-volume retail environments while maintaining focus and quality of service during peak traffic and escalated situations.
Retail Partner Support
- Serve as the AT&T expert for retail employees and third-party partners.
- Act as the main AT&T representative for these partners, providing in-store support for escalated retail issues.
- Proactively collaborate with store management to resolve customer concerns, strengthen partnerships, and ensure an exceptional customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail setting, requiring standing and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work varying schedules, including evenings, weekends, and holidays, based on business requirements.
- Comfortable in high-traffic, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Manage multiple systems while engaging with customers in real-time.
- Document all customer interactions meticulously and accurately.
- 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 mobile device planograms and signage.
- Maintain inventory integrity and assist with stock management.

