Retail Support Specialist

DSI • Indian Land, SC

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 resolving account, billing, device, and service concerns in fast-paced, high-volume situations, while maintaining accuracy and professionalism. The RSS also serves as an AT&T subject-matter expert and primary representative for retail employees and third-party labor partners, helping address escalations and deliver a strong customer experience.

The position is performed in a retail environment and involves standing, walking, and engaging on the sales floor for up to eight hours per day. Flexible scheduling, including evenings, weekends, and holidays, may be required based on business needs. The specialist works with multiple systems, documents customer interactions, maintains device and fixture displays, and collaborates with cross-functional support teams.

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, and holidays as needed.
• Ability to stand, walk, and engage on the sales floor for up to eight hours per day.

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 questions and concerns related to billing, account updates, plan changes, devices, and services.
• Troubleshoot wireless devices, network issues, and feature functionality.
• Maintain focus, professionalism, and service quality in busy retail settings, 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 proactively work with store leadership to address customer concerns.
• Navigate multiple systems while assisting customers in real time.
• Thoroughly and accurately document customer interactions.
• Follow company policies, compliance requirements, and privacy standards.
• Meet or exceed quality, efficiency, and customer satisfaction 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 in accordance with planogram updates.
• Collaborate with technical support, billing, fraud, customer care, and escalation agents.
• Share insights about recurring issues to help improve processes and the customer experience.
• Maintain a positive and professional demeanor in all interactions.

Benefits

• Competitive pay starting at $22 per hour.
• Comprehensive training and development programs.
• Supportive and engaging team environment.
• Opportunities for career growth and advancement; the company prefers to promote from within.
• 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.

What This Job Offers

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