Retail Support Specialist

DSI • San Jose, CA

9d • 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 resolve account, billing, device, and service concerns 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 environment.

The position also serves as the AT&T subject-matter expert for retail employees and third-party labor partners, supports in-store escalations, maintains device and signage planograms and inventory accuracy, and collaborates with internal teams to improve the customer experience. Work takes place on the retail sales floor and may involve flexible schedules, including 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 orientation and 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 during peak traffic and escalated situations.
• 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 proactively engage store leadership to address customer concerns.
• Navigate multiple systems while engaging with 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 on recurring issues to help improve processes and the 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.
• Preference for promoting from within.

What This Job Offers

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