Retail Support Specialist

DSI Systems•Indian Land, SC

1d•Onsite

About The Position

The Retail Support Specialist provides hands-on, frontline support to AT&T customers inside high-traffic national retail locations. The role resolves account, billing, device, and service concerns while engaging directly with customers and retail partners in fast-paced, high-volume situations. Success requires strong communication, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting. The specialist supports retail employees and third-party labor partners as an AT&T subject-matter expert and primary AT&T representative, including leading in-store support for retail escalations. The position is performed on the 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.

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.
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 professional, friendly, and solution-focused support to AT&T customers in national retail locations.
Resolve inquiries related to 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 retail environments, including during 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 retail escalations.
Engage proactively with store leadership to address customer concerns, strengthen partnership alignment, and support a strong customer experience.
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 performance metrics for quality, efficiency, and customer satisfaction.
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 about recurring issues to help improve processes and customer experience.
Maintain a positive and professional demeanor during 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.
Medical insurance available on the first day of the month following the first day of employment.
Dental insurance available on the first day of the month following the first day of employment.
Vision insurance available on the first day of the month following the first day of employment.
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.