About the job
Join Our Dynamic Team!
At DSI Systems, we boast over 40 years of experience in sales enablement and customized business solutions, delivering exceptional value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to leave their mark in the fields of sales and customer service. Our vibrant and fulfilling work environment presents you with the chance to grow alongside us and make a meaningful difference.
Position Overview
The Retail Support Specialist (RSS) provides direct, hands-on support for AT&T customers in bustling national retail settings. In this role, you will interact with customers and retail partners to address account, billing, device, and service issues, often in high-pressure, high-traffic circumstances. Success in this position requires excellent communication skills, emotional resilience, comfort with technology, and the ability to stay composed, precise, and professional in a fast-paced retail atmosphere.
Key Responsibilities:
Customer Assistance
- Deliver friendly, professional, and solution-oriented support to AT&T customers in national retail locations.
- Resolve inquiries regarding billing, account updates, plan alterations, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Function effectively in high-traffic retail environments, ensuring focus, professionalism, and service quality even during peak periods and escalated situations.
Retail Partner Collaboration
- Serve as the AT&T subject-matter expert for retail staff and third-party labor partners.
- Act as the primary AT&T liaison for these partners, leading in-store assistance for retail escalations.
- Proactively engage with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a premier customer experience.
Work Environment & Schedule Expectations
- This role is based in a retail environment and requires standing, walking, and engaging on the sales floor for up to 8 hours per day.
- Flexibility to work various schedules, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
- Navigate multiple systems simultaneously while interacting with customers in real-time.
- Accurately document all interactions.
- Comply with company policies, regulatory requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and maintain approved planograms for mobile devices and signage.