Retail Support Specialist

DSI•Stafford, TX

3d•Onsite

About The Position

The Retail Support Specialist (RSS) provides hands-on, frontline support to AT&T customers in high-traffic national retail locations. The role involves resolving account, billing, device, and service concerns while working in fast-paced, high-volume situations. The specialist also serves as an AT&T subject-matter expert and primary representative for retail employees and third-party labor partners, supporting in-store escalations and strengthening relationships with store leadership. The position is performed on the retail sales floor and requires standing, walking, and engaging with customers for up to eight hours per day. The specialist must be comfortable with frequent customer interaction and problem-solving in a busy setting, and able to work flexible schedules, including evenings, weekends, and holidays, based on business needs. The role requires navigating multiple systems while assisting customers, documenting interactions accurately, following company policies and privacy and compliance requirements, and meeting performance metrics. It also includes maintaining device and fixture inventory accuracy and executing planogram updates for phones, fixtures, signage, and promotional materials. The specialist collaborates with technical support, billing, fraud, customer care, and escalation teams, and shares recurring issue insights to help improve processes and customer experience.

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 involving 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 settings, including during peak traffic and escalations.
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 support strong partner alignment and customer experience.
Navigate multiple systems while assisting customers in real time.
Document customer interactions thoroughly and accurately.
Follow company policies, compliance requirements, and privacy standards.
Meet or exceed quality, efficiency, and customer satisfaction 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 materials 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

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 preference for promoting from within.