About the job
Join Our Dynamic Team!
With over 40 years of experience in sales enablement and tailored business solutions, DSI Systems is dedicated to delivering exceptional value and 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 provides ample opportunities for professional growth and making a meaningful impact.
Position Overview
The Retail Support Specialist (RSS) is responsible for providing direct, hands-on support to AT&T customers in bustling national retail locations. In this position, you will interact with customers and retail partners to address issues related to accounts, billing, devices, and services, often in high-pressure, fast-paced scenarios. Success in this role hinges on excellent communication skills, emotional fortitude, technological proficiency, and the ability to stay composed, precise, and professional in a lively retail setting.
Primary Responsibilities:
Customer Support
- Deliver professional, friendly, and solution-oriented support to AT&T customers within national retail outlets.
- Address inquiries related to billing, account modifications, plan changes, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Maintain effectiveness in busy retail environments, preserving focus, professionalism, and quality of service during peak hours 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 leadership to resolve customer concerns, reinforcing partnership alignment and ensuring an exceptional customer experience.
Work Environment & Schedule Expectations
- This position is performed in a retail setting and requires standing, walking, and engaging on the sales floor for up to 8 hours per day.
- Flexibility in scheduling is essential, including the ability to work evenings, weekends, and holidays, based on business needs.
- Comfort in busy, customer-facing environments is crucial, with frequent requirements for interaction and problem-solving.
Operational Excellence
- Simultaneously navigate multiple systems while engaging with customers in real time.
- Thoroughly document all interactions.
- Adhere to company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.

