Retail Support Specialist

DSI Systems • Thornton, CO

2d • Onsite

About The Position

The Retail Support Specialist (RSS) provides hands-on, frontline support to AT&T customers inside high-traffic national retail locations. The role involves engaging with customers and retail partners to resolve account, billing, device, and service concerns, often in fast-paced, high-volume situations. The specialist serves as an AT&T subject-matter expert for retail employees and third-party labor partners, supports retail escalations, and works with store leadership to strengthen partnerships and improve the customer experience.

The position is performed on the retail sales floor and involves standing, walking, and engaging with customers for up to eight hours per day. The specialist navigates multiple systems while assisting customers, documents interactions, follows company policies and privacy requirements, and meets performance measures. The role also includes maintaining device and signage planograms, display inventory accuracy, and promotional materials. 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 about 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 environments, including during 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 with store leadership to address customer concerns and strengthen partnership alignment.
• 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 teams.
• Share insights about recurring issues to help improve processes and customer experience.
• Maintain a positive, professional demeanor during 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.
• Advancement opportunities, with a preference for promoting from within.
• Comprehensive training and development programs.
• Supportive and engaging team environment.

What This Job Offers

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