About the job
Join Our Dynamic Team!
At DSI Systems, we leverage over 40 years of expertise in sales enablement and tailored business solutions, providing unparalleled value that drives success for our clients and partners. We are actively seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and fulfilling workplace offers a platform for you to grow alongside us and make a meaningful contribution.
Position Overview
The Retail Support Specialist (RSS) is pivotal in delivering direct, hands-on assistance to AT&T customers within bustling national retail settings. In this role, you will directly interact with customers and retail partners to address account issues, billing inquiries, device assistance, and service-related concerns, often in high-pressure, fast-paced environments. To succeed, you must possess excellent communication skills, emotional fortitude, a knack for technology, and the ability to maintain composure, accuracy, and professionalism amidst the dynamic nature of retail.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers in national retail locations.
- Handle inquiries regarding billing, account modifications, plan adjustments, device troubleshooting, and service issues.
- Diagnose and resolve wireless device issues, network challenges, and feature functionality queries.
- Thrive in high-volume retail settings, upholding focus, professionalism, and service excellence during peak times 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, leading in-store support for retail escalations.
- Engage proactively with store management to address customer concerns, enhancing partnership alignment and ensuring a top-tier customer experience.
Work Environment & Schedule Expectations:
- This role is conducted in a retail environment and necessitates standing, walking, and engaging with customers on the sales floor for up to 8 hours daily.
- Willingness to work flexible hours, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing environments requiring frequent interaction and problem-solving.
Operational Excellence:
- Effectively navigate multiple systems while interacting with customers in real-time.
- Thoroughly document all interactions with precision.
- Adhere to company policies, compliance mandates, and privacy standards.
- Achieve or surpass performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Execute and maintain approved planograms for mobile devices and signage.

