About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise in sales enablement and tailored business solutions, DSI is dedicated to delivering exceptional value and results for our clients and partners. We seek enthusiastic individuals who are ready to excel in sales and customer service. Join us in an exhilarating work environment that encourages personal and professional growth, allowing you to make a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in providing direct, hands-on support to AT&T customers in bustling national retail locations. In this fast-paced role, you will interact with customers and retail partners to address account, billing, device, and service concerns. To thrive in this position, you must possess excellent communication skills, emotional resilience, and a strong comfort level with technology, all while maintaining professionalism in a dynamic retail environment.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail settings.
- Address inquiries related to billing, account updates, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Maintain focus and professionalism while providing high-quality service during busy periods and escalated situations.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail employees 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 leadership to resolve customer concerns, enhancing partnership alignment and ensuring an exemplary customer experience.
Work Environment & Schedule Expectations
- Work is conducted in a retail environment, requiring standing, walking, and engaging on the sales floor for up to 8 hours each day.
- Flexibility to work evenings, weekends, and holidays based on business needs.
- Comfort in busy, customer-facing environments with frequent interactions and problem-solving demands.
Commitment to Operational Excellence
- Efficiently navigate multiple systems while engaging with customers in real time.
- Document all interactions thoroughly and accurately.
- Adhere to company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved planograms for mobile devices and signage.

