About the job
Become a Part of Our Dynamic Team!
At DSI Systems, we leverage over four decades of experience in sales enablement and tailored business solutions, creating significant value that drives results for our clients and partners. We are seeking enthusiastic individuals who are ready to excel in sales and customer service. Our vibrant and fulfilling work environment offers ample opportunities for personal and professional growth, allowing you to leave a lasting impact.
Position Overview
The Retail Support Specialist (RSS) provides direct, front-line assistance to 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 inquiries, often in fast-paced and high-volume situations. To thrive in this role, strong communication abilities, emotional resilience, a comfort with technology, and the capacity to maintain composure, accuracy, and professionalism in a dynamic retail environment are essential.
Key Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers within national retail locations.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network complications, and feature functionalities.
- Perform effectively in high-volume retail settings while maintaining focus, professionalism, and service excellence during peak traffic and escalated scenarios.
Retail Partner Support
- Serve as the AT&T subject matter expert for retail staff and third-party labor associates.
- Act as the primary AT&T representative for these partners, leading in-store support for escalated retail concerns.
- Engage proactively with store leadership to address customer issues, enhancing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations:
- This role is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work various schedules, including evenings, weekends, and holidays, depending on business needs.
- Comfort in busy, customer-facing settings with frequent interaction and problem-solving demands.
Operational Excellence
- Navigate multiple systems concurrently while assisting customers in real-time.
- Accurately document all interactions.
- Adhere to company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and sustain approved planograms for mobile devices and signage.

