Retail Support Specialist

DSI • Albany, NY

4d • 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 acts as an AT&T subject-matter expert for retail employees and third-party labor partners, serving as the primary AT&T representative for in-store escalations. The position requires standing, walking, and engaging on the sales floor for up to eight hours per day, with flexible scheduling that may include evenings, weekends, and holidays.

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, and solution-focused support to AT&T customers inside 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 settings, 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 retail escalations.
• Engage proactively with store leadership to address customer concerns and strengthen partnership alignment and customer experience.
• Navigate multiple systems while engaging with customers in real time.
• Document all interactions thoroughly and accurately.
• Follow 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 agents.
• Share insights about recurring issues to improve processes and customer experience.
• Maintain a positive, professional demeanor during all interactions.

Benefits

• Competitive starting pay of $23 per hour.
• 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.
• Preference for promoting from within.

What This Job Offers

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