About the job
Become a Part of Our Dynamic Team!
With over 40 years of expertise 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 passionate about making an impact in sales and customer service. Join us in a stimulating and rewarding work environment that encourages personal and professional growth.
Position Overview
The Retail Support Specialist (RSS) provides essential, hands-on support to AT&T customers within high-traffic national retail settings. Your role will involve direct engagement with customers and retail partners to address account, billing, device, and service inquiries, often in fast-paced and high-volume environments. To excel in this position, you will need strong communication skills, emotional resilience, and the ability to remain calm, accurate, and professional under pressure.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail locations.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Maintain composure and professionalism in high-volume retail settings, ensuring service quality even during peak periods.
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, managing in-store support for escalated situations.
- Engage proactively with store leadership to resolve customer concerns, enhancing partnership alignment and delivering a top-notch customer experience.
Work Environment & Scheduling
- This role requires standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work evenings, weekends, and holidays based on business needs is essential.
- Comfort in busy, customer-facing environments with frequent interactions and problem-solving demands is necessary.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real time.
- Thoroughly document all interactions.
- Comply with company policies, compliance requirements, and privacy standards.
- Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Implement and maintain approved merchandising plans for mobile devices and signage.
- Ensure inventory accuracy and availability.
