Retail Support Specialist

DSI • Mesa, AZ

14h • 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 a calm, accurate, and professional approach. The RSS also serves as an AT&T subject-matter expert and primary representative for retail employees and third-party labor partners, helping resolve in-store escalations and strengthen relationships with store leadership.

This position is performed on the retail sales floor and includes customer engagement, device and network troubleshooting, documentation, and use of multiple systems. The specialist also maintains device and signage planograms and display inventory. The role requires standing, walking, and engaging with customers for up to eight hours per day, and flexible scheduling that may 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.
• 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 customer inquiries involving 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 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 engage 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 help improve processes and customer experience.
• Maintain a positive, professional demeanor during 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; 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