About the job
Join Our Team!
At DSI Systems, we bring over 40 years of expertise in sales enablement and tailored business solutions. Our commitment to delivering exceptional value has resulted in successful partnerships with clients across various sectors. We are actively seeking enthusiastic individuals who are eager to excel in sales and customer service. Our dynamic and fulfilling work environment provides ample opportunities for personal and professional growth, allowing you to make a significant impact.
Job Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers in bustling national retail environments. In this role, you will directly interact with customers and retail partners to address account, billing, device, and service issues—often in fast-paced, high-demand situations. To thrive in this position, you will need excellent communication skills, emotional resilience, a strong affinity for technology, and the ability to maintain composure and professionalism in a vibrant retail setting.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers at national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain professionalism, focus, and service quality in high-volume retail situations, even during peak traffic and escalations.
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 management to address customer concerns, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This role is conducted in a retail setting, requiring standing, walking, and interaction on the sales floor for up to 8 hours daily.
- Must be available to work flexible hours, including evenings, weekends, and holidays, depending on business needs.
- Comfortable operating in busy, customer-centric environments with frequent demands for interaction and problem-solving.
Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Thoroughly document all customer interactions.
- Comply with company policies, compliance requirements, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and maintain approved planograms for mobile devices and signage.

