Retail Support Specialist

Job DescriptionJob DescriptionJoin Our Team!At DSI, we have over 40 years of sales enablement and customized business solution experience, providing enhanced value that delivers results for our clients and partners. We're on the lookout for passionate individuals eager to make their mark in sales and customer service. Our exciting and rewarding work environment offers you the opportunity to grow with us and make a significant impact.Job OverviewThe Retail Support Specialist (RSS) delivers hands-on, frontline support to AT&T customers inside high-traffic national retail environments. In this role, you will engage directly with customers and retail partners to resolve account, billing, device, and service concerns; often in fast-paced, high-volume situations. Success in this role requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.Key Responsibilities:Customer SupportProvide professional, friendly, and solution-focused support to AT&T customers inside national retail locations.Resolve inquiries related to billing, account updates, plan changes, device support, and service concerns.Troubleshoot wireless devices, network issues, and feature functionality.Operate effectively in high-volume retail environments, maintaining focus, professionalism, and service quality during peak traffic and escalated situations.Retail Partner SupportAct as the AT&T subject-matter expert for retail employees and third-party labor partners.Serve as the primary AT&T representative for these partners, leading in-store support for retail escalations.Proactively engage with store leadership to address customer concerns, strengthening partnership alignment and ensuring a best-in-class customer experience.Work Environment & Schedule Expectations This role is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to 8 hours per day.Ability to work flexible schedules, including evenings, weekends, and holidays, based on business needs.Comfort working in busy, customer-facing environments with frequent interaction and problem-solving demands.Operational ExcellenceNavigate multiple systems simultaneously while engaging with customers in real time.Document all interactions thoroughly and accurately.Adhere to company policies, compliance requirements, and privacy standards.Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.Execute and maintain approved planograms for mobile devices and signageMaintain inventory accuracy for display devices and fixturesAdd, remove, and reposition phones, fixtures, and promotional material per planogram updates Collaboration & CommunicationWork closely with cross-functional teams such as technical support, billing, fraud, customer care, and escalation agents.Share insights on recurring issues to improve processes and customer experience.Maintain a positive, professional demeanor during all interactions. RequirementsRequired Skills & QualificationsStrong customer service and communication skills.Ability to handle high-stress or escalated situations with professionalism.Proficient 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.Preferred QualificationsExperience in wireless communications, retail customer service, or technical supportPrevious call center or retail support experience is a plus.What We OfferComprehensive training and development programsA supportive and engaging team environmentOpportunities for career growth and advancementBenefitsMedical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!401k Plan with employer matching after one year of employmentPaid vacation, personal/sick days, and bereavement time after 90 daysEmployee Profit Sharing Program50% AT&T wireless discountPaid trainingAdvancement opportunities, we prefer to promote from within!