Retail Support Specialist

DSI Systems • Billings, MT

5d • 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 in fast-paced, high-volume situations, while maintaining accuracy, professionalism, and service quality. 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 coordinating with store leadership.

The position is performed on the retail sales floor and involves standing, walking, and customer engagement for up to eight hours per day. Schedules may be flexible and include evenings, weekends, and holidays based on business needs. The specialist uses multiple systems while engaging with customers, documents interactions, follows company policies and privacy requirements, maintains device and fixture inventory and approved planograms, and works with cross-functional teams to resolve issues and improve 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 customer 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 settings, including peak traffic and 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 escalations.
• Engage with store leadership to address customer concerns and strengthen partnership 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 mobile-device and signage planograms.
• Maintain inventory accuracy for display devices and fixtures.
• Add, remove, and reposition phones, fixtures, and promotional materials in response to planogram updates.
• Collaborate with technical support, billing, fraud, customer care, and escalation teams.
• Share insights on recurring issues to support process and customer-experience improvements.
• Maintain a positive, professional demeanor in all interactions.

Benefits

• Competitive starting pay of $26 per hour.
• 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