Retail Support Specialist

DSI Systems•Brandywine, MD

1d•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, often in fast-paced, high-volume situations. It also serves retail employees and third-party labor partners as an AT&T subject-matter expert and primary representative for in-store escalations. Success requires strong communication, emotional resilience, technology comfort, and the ability to remain calm, accurate, and professional in a dynamic retail setting. The position is performed on the retail sales floor and includes customer engagement, device and network troubleshooting, accurate documentation, and simultaneous use of multiple systems. The specialist maintains approved mobile-device and signage planograms, keeps display-device and fixture inventory accurate, and adjusts phones, fixtures, and promotional materials as planograms change. The role works closely with technical support, billing, fraud, customer care, and escalation teams, and shares recurring issues to help improve processes and customer experience. The schedule may be flexible based on business needs and can include evenings, weekends, and holidays. The role requires standing, walking, and engaging on the sales floor for up to eight hours per day.

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.
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, solution-focused support to AT&T customers in national retail locations.
Resolve questions and concerns involving billing, account updates, plan changes, devices, and services.
Troubleshoot wireless devices, network issues, and feature functionality.
Maintain service quality and professionalism in high-volume settings, including peak traffic and escalated situations.
Serve as an AT&T subject-matter expert and primary representative for retail employees and third-party labor partners.
Lead in-store support for retail escalations and engage store leadership to address customer concerns and strengthen partner alignment.
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 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 in accordance with planogram updates.
Collaborate with technical support, billing, fraud, customer care, and escalation agents.
Share insights about recurring issues to improve processes and customer experience.
Maintain a positive, professional demeanor during all interactions.

Benefits

Competitive pay starting at $23 per hour.
Comprehensive training and development programs.
Supportive and engaging team environment.
Career growth and advancement opportunities.
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.