Retail Support Specialist
About The Position
At DSI, with over 40 years of sales enablement and customized business solution experience, we provide enhanced value that delivers results for our clients and partners. We are looking for passionate individuals eager to make their mark in sales and customer service, offering an exciting and rewarding work environment with opportunities for growth and significant impact. The Retail Support Specialist (RSS) provides hands-on, frontline support to AT&T customers within high-traffic national retail environments. This role involves direct engagement 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.
Requirements
- Strong customer service and communication skills.
- Ability to handle high-stress or escalated situations with professionalism.
- Proficient 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.
- Operate effectively in high-volume retail environments, maintaining focus, professionalism, and service quality 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 these partners, leading in-store support for retail escalations.
- Proactively engage with store leadership to address customer concerns, strengthening partnership alignment and ensuring a best-in-class customer experience.
- Navigate multiple systems simultaneously 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 performance metrics, including quality, efficiency, and customer satisfaction scores.
- 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 per planogram updates.
- Work closely with cross-functional teams such as technical support, billing, fraud, customer care, and escalation agents.
- Share insights on recurring issues to improve processes and customer experience.
- Maintain a positive, professional demeanor during all interactions.
Benefits
- Competitive starting pay of $26 per hour!
- Comprehensive training and development programs
- A supportive and engaging team environment
- Opportunities for career growth and advancement
- Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
- 401k 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, we prefer to promote from within!
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
501-1,000 employees
