Retail Support Specialist

Join 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 locationsResolve inquiries related to billing, account updates, plan changes, device support, and service concernsTroubleshoot wireless devices, network issues, and feature functionalityOperate effectively in high-volume retail environments, maintaining focus, professionalism, and service quality during peak traffic and escalated situationsRetail Partner SupportAct as the AT&T subject-matter expert for retail employees and third-party labor partnersServe as the primary AT&T representative for these partners, leading in-store support for retail escalationsProactively engage with store leadership to address customer concerns, strengthening partnership alignment and ensuring a best-in-class customer experienceWork 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 needsComfort working in busy, customer-facing environments with frequent interaction and problem-solving demandsOperational ExcellenceNavigate multiple systems simultaneously while engaging with customers in real timeDocument all interactions thoroughly and accuratelyAdhere to company policies, compliance requirements, and privacy standardsMeet or exceed performance metrics, including quality, efficiency, and customer satisfaction scoresExecute 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 agentsShare insights on recurring issues to improve processes and customer experienceMaintain a positive, professional demeanor during all interactionsRequirementsRequired Skills & QualificationsStrong customer service and communication skillsAbility to handle high-stress or escalated situations with professionalismProficient in multitasking and navigating complex systemsDetail-oriented with strong problem-solving abilitiesAbility to work flexible hours, including evenings, weekends, or holidays as neededPreferred QualificationsExperience in wireless communications, retail customer service, or technical support Previous call center or retail support experience is a plusWhat We OfferCompetitive starting pay of $26 per hour!Comprehensive 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 employment Paid 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!