Retail Support Specialist

DSI • Champaign, IL

6d • 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 engaging 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 specialist also serves as an AT&T subject-matter expert and primary representative for retail employees and third-party labor partners, leading in-store support for escalations and working with store leadership to strengthen partner alignment and customer experience. The position includes navigating multiple systems, documenting interactions, following company policies and privacy requirements, meeting performance metrics, maintaining device and signage planograms, and ensuring inventory accuracy.

The work is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to eight hours per day. Flexible scheduling, including evenings, weekends, and holidays, may be required 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 professional, friendly, 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.
• Act 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 proactively engage store leadership to address customer concerns.
• Navigate multiple systems while assisting customers in real time.
• Thoroughly and accurately document customer interactions.
• 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 agents.
• Share insights about recurring issues to improve processes and the customer experience.
• Maintain a positive, professional demeanor during all interactions.

Benefits

• Comprehensive training and development programs.
• Supportive and engaging team environment.
• Opportunities for career growth and advancement.
• 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
• Education Level: No Education Listed