About the job
Join Our Dynamic Team!
With over four decades 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 currently seeking enthusiastic individuals who are passionate about making a difference in sales and customer service. Our stimulating and rewarding work environment provides ample opportunities for personal and professional growth while making a substantial impact.
Position Overview
The Retail Support Specialist (RSS) offers direct, hands-on support to AT&T customers in busy national retail locations. In this pivotal role, you will interact with customers and retail partners to address account, billing, device, and service issues, often in a fast-paced environment. Success in this position hinges on strong communication skills, emotional resilience, comfort with technology, and the ability to maintain composure and professionalism in a dynamic retail landscape.
Key Responsibilities:
Customer Support
- Deliver friendly, professional, and solutions-oriented support to AT&T customers at national retail sites.
- Address inquiries regarding billing, account updates, plan modifications, device assistance, and service-related concerns.
- Troubleshoot wireless devices, network problems, and feature functionalities.
- Maintain focus, professionalism, and high service quality during peak periods and challenging situations in high-traffic retail environments.
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, providing in-store support for escalated customer concerns.
- Engage proactively with store management to resolve customer issues, strengthening partnerships and ensuring top-notch customer experiences.
Work Environment & Schedule Expectations
- This role requires working in a retail setting, necessitating standing, walking, and engaging on the sales floor for up to 8 hours daily.
- Flexibility to work various shifts, including evenings, weekends, and holidays, based on business requirements.
- Comfort with busy, customer-facing environments that demand frequent interaction and problem-solving.
Operational Excellence
- Effectively navigate multiple systems while engaging with customers in real-time.
- Document all interactions accurately and thoroughly.
- Adhere to company policies, compliance guidelines, and privacy standards.
- Achieve or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
- Execute and uphold approved planograms for mobile devices and signage.
