Retail Support Specialist

DSI Systems • Portland, OR

11d • Onsite

About The Position

The Retail Support Specialist (RSS) provides hands-on, frontline support to AT&T customers in high-traffic national retail environments. The role involves resolving account, billing, device, and service concerns while engaging with customers and retail partners in fast-paced, high-volume situations. It requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.

The position is performed on the retail sales floor and involves standing, walking, and customer engagement for up to eight hours per day. Flexible scheduling, including evenings, weekends, and holidays, may be required based on business needs. The RSS also maintains device displays and inventory, documents interactions, follows company and privacy requirements, and collaborates with internal 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, 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 friendly, professional, solution-focused support to AT&T customers in national retail locations.
• Resolve billing, account update, plan change, device support, and service inquiries.
• Troubleshoot wireless devices, network issues, and feature functionality.
• Maintain service quality and professionalism in high-volume settings, including peak traffic and escalated situations.
• Act as an 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.
• 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 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 about recurring issues to support process and customer-experience improvements.
• Maintain a positive and professional demeanor during interactions.

Benefits

• Medical, dental, vision, and life insurance beginning 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.
• Advancement opportunities and preference for promoting from within.
• Comprehensive training and development programs.
• Supportive and engaging team environment.
• Opportunities for career growth and advancement.

What This Job Offers

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