Retail Support Specialist

DSI • Brandon, FL

10d • Onsite

About The Position

The Retail Support Specialist (RSS) delivers hands-on, frontline support to AT&T customers inside high-traffic national retail environments. The role involves engaging directly with customers and retail partners to resolve account, billing, device, and service concerns, often in fast-paced, high-volume situations. Success requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.

The RSS also serves as the AT&T subject-matter expert and primary AT&T representative for retail employees and third-party labor partners, leading in-store support for escalations and working with store leadership to address customer concerns. The position includes navigating multiple systems, documenting interactions, complying with company policies and privacy standards, meeting performance metrics, and maintaining mobile-device planograms and display inventory.

The work is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to eight hours per day. Flexible scheduling, including evenings, weekends, and holidays, may be required based on business needs.

Requirements

• Strong customer service and communication skills.
• Ability to handle high-stress or escalated situations professionally.
• Proficiency in multitasking and navigating complex systems.
• Detail-oriented, with strong problem-solving abilities.
• Ability to work flexible hours, including evenings, weekends, or holidays as needed.

Nice To Haves

• Experience in wireless communications, retail customer service, or technical support.
• Previous call center or retail support experience.

Responsibilities

• Provide professional, friendly, solution-focused support to AT&T customers in national retail locations.
• Resolve inquiries related to billing, account updates, plan changes, device support, and service concerns.
• Troubleshoot wireless devices, network issues, and feature functionality.
• Maintain focus, professionalism, and service quality in high-volume retail environments, including during peak traffic and escalated situations.
• Act as the AT&T subject-matter expert for retail employees and third-party labor partners.
• Serve as the primary AT&T representative for retail partners and lead in-store support for escalations.
• Engage proactively with store leadership to address customer concerns and strengthen partnership alignment.
• Navigate multiple systems while engaging with customers in real time.
• Document all interactions thoroughly and accurately.
• Adhere to company policies, compliance requirements, and privacy standards.
• Meet or exceed quality, efficiency, and customer satisfaction performance metrics.
• Execute and maintain approved planograms for mobile devices and signage.
• Maintain inventory accuracy for display devices and fixtures.
• Add, remove, and reposition phones, fixtures, and promotional material according to planogram updates.
• Collaborate with technical support, billing, fraud, customer care, and escalation teams.
• Share insights on recurring issues to help improve processes and customer experience.
• Maintain a positive, professional demeanor during all interactions.

Benefits

• Comprehensive training and development programs.
• Supportive and engaging team environment.
• Opportunities for career growth and advancement.
• Medical, dental, vision, and life insurance available on the first day of the month following the first day of employment.
• 401(k) plan with employer matching after one year of employment.
• Paid vacation, personal/sick days, and bereavement time after 90 days.
• Employee profit-sharing program.
• 50% AT&T wireless discount.
• Paid training.
• Advancement opportunities, with a preference for promoting from within.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed