About the job
Join Our Dynamic Team at DSI Systems!
With over four decades of expertise in sales enablement and tailored business solutions, DSI Systems is committed to delivering exceptional value and results for clients and partners alike. We are seeking enthusiastic individuals who are ready to leave their mark in the realms of sales and customer service. Our vibrant and rewarding work culture provides ample opportunities for personal and professional growth.
Position Overview
The Retail Support Specialist (RSS) plays a crucial role in delivering direct, frontline support to AT&T customers within bustling national retail settings. Engaging with customers and retail partners, you will address inquiries related to accounts, billing, devices, and service issues, often in high-pressure, fast-paced environments. To excel in this position, you will need strong communication skills, emotional resilience, familiarity with technology, and the capacity to maintain composure and professionalism even amidst challenges.
Key Responsibilities:
- Customer Support
- Deliver professional, friendly, and solution-oriented assistance to AT&T customers within retail environments.
- Address inquiries regarding billing, account modifications, plan adjustments, device support, and service matters.
- Troubleshoot issues related to wireless devices, network connectivity, and feature functionality.
- Thrive in high-volume retail settings, ensuring focus, professionalism, and quality service during peak times and escalated scenarios.
- Retail Partner Support
- Serve as the AT&T subject matter expert for retail staff and third-party partners.
- Act as the primary AT&T representative, overseeing in-store support for retail escalations.
- Proactively collaborate with store management to resolve customer queries, enhancing partnership alignment and ensuring a top-tier customer experience.
- Operational Excellence
- Navigate multiple systems concurrently while engaging with customers in real-time.
- Document all interactions meticulously and accurately.
- Comply with company policies, privacy standards, and regulatory requirements.
- Meet or exceed performance benchmarks, including quality, efficiency, and customer satisfaction metrics.
- Execute and uphold approved planograms for mobile devices and signage.
Work Environment & Schedule Expectations
- This role requires standing, walking, and active engagement on the sales floor for up to 8 hours daily.
- Must be available for flexible scheduling, including evenings, weekends, and holidays, based on business needs.
- Comfortable working in busy customer-facing settings with frequent interaction and problem-solving demands.
