Retail Support Specialist

DSI Systems • Newport News, VA

1d • Onsite

About The Position

The Retail Support Specialist delivers hands-on, frontline support to AT&T customers in high-traffic national retail locations. The role addresses account, billing, device, and service concerns, often in fast-paced, high-volume situations, and also supports retail employees and third-party labor partners as an AT&T subject-matter expert. Success requires strong communication, emotional resilience, technology comfort, and the ability to remain calm, accurate, and professional in a dynamic customer-facing setting.

The work takes place on the retail sales floor and involves standing, walking, and engaging with customers for up to eight hours per day. Flexible scheduling, including evenings, weekends, and holidays, may be required based on business needs. The specialist navigates multiple systems while interacting with customers, documents interactions, follows company policies and privacy standards, meets performance metrics, maintains device displays and inventory, and collaborates with cross-functional 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 professional, friendly, 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 focus, professionalism, and service quality in high-volume conditions, 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 retail escalations.
• Engage proactively with 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 according to planogram updates.
• Collaborate with technical support, billing, fraud, customer care, and escalation agents.
• Share insights about recurring issues to help 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.
• Advancement opportunities, with a preference for promoting from within.

What This Job Offers

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