Retail Support Specialist
About The Position
The Retail Support Specialist (RSS) delivers hands-on, frontline support to AT&T customers inside high-traffic national retail environments. The role engages directly with customers and retail partners to resolve account, billing, device, and service concerns, often in fast-paced, high-volume situations. Success 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 in a retail environment and involves standing, walking, and engaging on the sales floor for up to eight hours per day. The schedule may be flexible and include evenings, weekends, and holidays based on business needs. The specialist also supports retail operations by maintaining planograms and inventory accuracy for display devices and fixtures.
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, and 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 during high-volume periods 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 proactively 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 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 teams.
- Share insights about recurring issues to improve processes and customer experience.
- Maintain a positive, professional demeanor during interactions.
Benefits
- 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 and a preference for promoting from within.
- Comprehensive training and development programs.
- Supportive and engaging team environment.
- Career growth opportunities.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
