About the job
Become Part of Our Dynamic Team!
At DSI Systems, we pride ourselves on over 40 years of expertise in sales enablement and tailored business solutions, delivering exceptional value and results for our clients and partners. We are searching for enthusiastic individuals who are ready to make a positive impact in the realms of sales and customer service. Join us in a vibrant and rewarding work environment where you can grow and contribute significantly.
Position Overview
The Retail Support Specialist (RSS) provides essential, frontline support to AT&T customers in busy national retail settings. In this role, you will interact directly with customers and retail partners to address issues related to accounts, billing, devices, and services, often in fast-paced, high-volume circumstances. Success in this position hinges on your strong communication skills, emotional resilience, and comfort with technology, all while maintaining a calm, accurate, and professional demeanor in a dynamic retail environment.
Primary Responsibilities:
Customer Engagement
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail locations.
- Address inquiries concerning billing, account modifications, plan adjustments, device assistance, and service issues.
- Troubleshoot wireless devices, network challenges, and feature functionalities.
- Thrive in high-traffic retail settings, upholding focus, professionalism, and service quality during peak hours and escalated situations.
Support for Retail Partners
- Serve as the AT&T expert for retail employees and third-party labor partners.
- Act as the primary AT&T liaison for these partners, managing in-store support for retail escalations.
- Engage proactively with store leadership to resolve customer issues, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Scheduling
- This role is conducted in a retail environment, requiring standing, walking, and customer engagement on the sales floor for up to 8 hours daily.
- Flexibility in scheduling is essential, including evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing environments with ongoing interaction and problem-solving responsibilities is crucial.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real-time.
- Thoroughly document all interactions with accuracy.
- Comply with company policies, compliance standards, and privacy regulations.
- Meet or exceed performance metrics in quality, efficiency, and customer satisfaction.
- Implement and maintain approved planograms for mobile devices and signage.
- Maintain inventory accuracy and support store appearance standards.

