About the job
Become a Part of Our 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 clients and partners. We are seeking enthusiastic individuals who are ready to make a difference in the realms of sales and customer service. Our vibrant and fulfilling work environment offers you the chance to grow alongside us while making a substantial 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 role, you will engage directly with customers and retail partners to address account, billing, device, and service inquiries, often in high-pressure situations. To thrive in this position, you will need strong communication skills, emotional resilience, comfort with technology, and the ability to maintain composure, accuracy, and professionalism in a fast-paced retail setting.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solution-oriented support to AT&T customers within national retail outlets.
- Address inquiries related to billing, account updates, plan modifications, device assistance, and service issues.
- Troubleshoot wireless devices, network difficulties, and functionality features.
- Maintain professionalism and service quality in high-traffic retail environments, especially 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, overseeing in-store support for escalated retail issues.
- Proactively collaborate with store leadership to resolve customer concerns, enhancing partnership alignment and ensuring a top-notch customer experience.
Work Environment & Schedule Expectations
- This position requires working in a retail setting, necessitating standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Flexibility to work varied schedules, including evenings, weekends, and holidays, based on business demands.
- Comfortable working in dynamic, customer-centric environments with frequent interaction and problem-solving challenges.
Operational Excellence
- Simultaneously navigate multiple systems while interacting with customers in real time.
- Thoroughly and accurately document all customer interactions.
- Comply with company policies, regulatory standards, and privacy protocols.
- Aim to meet or exceed performance metrics, including quality, efficiency, and customer satisfaction ratings.
- Implement and uphold approved planograms for mobile devices and signage.
