Retail Support Specialist

DSI Systems • Brandon, FL

11d • 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 working directly with customers and retail partners to address account, billing, device, and service concerns in fast-paced, high-volume situations. The specialist is expected to communicate effectively, remain calm and professional, use technology comfortably, and provide accurate support in a dynamic retail environment.

The position is performed on the retail sales floor and involves standing, walking, and engaging with customers for up to eight hours per day. Flexible scheduling may include evenings, weekends, and holidays according to business needs. The role also involves meeting performance metrics, following company policies and privacy requirements, and coordinating with internal support teams.

Requirements

• Strong customer service and communication skills.
• Ability to handle high-stress or escalated situations professionally.
• Ability to multitask and navigate complex systems.
• Detail-oriented, with strong problem-solving abilities.
• Ability to work flexible hours, including evenings, weekends, and 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 friendly, professional, solution-focused support to AT&T customers in national retail locations.
• Resolve customer inquiries involving billing, account updates, plan changes, devices, and services.
• Troubleshoot wireless devices, network issues, and feature functionality.
• Maintain service quality and professionalism in high-volume environments, including during peak traffic and escalations.
• Serve as the AT&T subject-matter expert and primary representative for retail employees and third-party labor partners.
• Lead in-store support for retail escalations and engage store leadership to address customer concerns and strengthen partnerships.
• 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 performance metrics.
• Execute and maintain approved mobile-device and signage planograms.
• 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 teams.
• Share insights about recurring issues to help improve processes and customer experience.
• Maintain a positive and professional demeanor in all interactions.

Benefits

• 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.
• Training and development programs.
• Career growth and advancement opportunities; the company prefers to promote from within.
• Supportive and engaging team environment.

What This Job Offers

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