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 providing exceptional value that yields results for our clients and partners. We are seeking enthusiastic individuals who are ready to make an impact in the fields of sales and customer service. Our vibrant and fulfilling work environment presents a unique opportunity for personal and professional growth.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role by providing direct, hands-on support to AT&T customers in bustling national retail settings. In this pivotal position, you will interact personally with customers and retail partners, addressing inquiries related to accounts, billing, devices, and services, often in high-pressure and fast-paced scenarios. To excel in this role, you must possess excellent communication skills, emotional resilience, a comfort with technology, and 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 within national retail locations.
- Address and resolve inquiries regarding billing, account updates, plan changes, device support, and service matters.
- Troubleshoot issues related to wireless devices, networks, and feature functionalities.
- Maintain focus and service quality while operating in high-volume retail environments, especially during peak traffic and escalated situations.
Retail Partner Support
- Serve as the AT&T subject-matter expert, providing guidance to retail employees and third-party labor partners.
- Act as the primary AT&T representative, leading in-store support for retail escalations.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting, requiring standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Flexibility to work various schedules, including evenings, weekends, and holidays, depending on business needs.
- Comfortable working in fast-paced, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction.
- Implement and uphold approved planograms for mobile devices and signage.

