Retail Support Specialist
Not Disclosed•Full-TimeOn-site
location_onOn-site
About DSI
With over 40 years of experience in sales enablement and customized business solutions, DSI delivers enhanced value and results for its clients and partners. We are dedicated to creating an exciting and rewarding work environment where passionate individuals can grow, make their mark, and significantly impact the customer experience.
About the Role
The Retail Support Specialist (RSS) serves as the frontline support for AT&T customers within high-traffic national retail environments. This role is designed to bridge the gap between complex technical needs and the customer experience by engaging directly with both customers and retail partners.
In this dynamic position, you will resolve account, billing, device, and service concerns in fast-paced, high-volume situations. Success requires strong communication skills, emotional resilience, and the ability to remain calm, accurate, and professional while navigating busy sales floors. You will act as the primary AT&T subject-matter expert for retail employees and third-party labor partners, leading in-store support for escalations and strengthening partnership alignment to ensure a best-in-class customer experience.
Hiring Process
We are looking for individuals eager to join our team. Candidates should be prepared to demonstrate their ability to handle high-stress situations and navigate complex systems. The selection process focuses on finding those who align with our culture of operational excellence and customer-centricity.
Equal Opportunity
DSI is an equal opportunity employer committed to building a diverse and inclusive workforce. We welcome applications from all backgrounds and are dedicated to providing a supportive environment for every team member.
Work location
Work model: On-site
On-site
Key Responsibilities
- check_circleTroubleshoot wireless devices, network issues, and feature functionality
- check_circleAct as the AT&T subject-matter expert for retail employees and third-party labor partners
- check_circleLead in-store support for retail escalations and engage with store leadership
- check_circleNavigate multiple systems simultaneously while engaging with customers in real time
- check_circleDocument all customer interactions thoroughly and accurately
- check_circleExecute and maintain approved planograms for mobile devices and signage
- check_circleMaintain inventory accuracy for display devices and fixtures
- check_circleResolve customer inquiries regarding billing, account updates, plan changes, and device support
- check_circleCollaborate with cross-functional teams to share insights on recurring issues
Requirements
- verifiedStrong customer service and communication skills
- verifiedAbility to handle high-stress or escalated situations
- verifiedProficient in multitasking and navigating complex systems
- verifiedDetail-oriented with strong problem-solving abilities
- verifiedAbility to work flexible hours, including evenings, weekends, or holidays
Nice to Have
Experience in wireless communications, retail customer service, or technical support. Previous call center or retail support experience.
Benefits & Perks
check_circleMedical, Dental, Vision, and Life insurance available on the first day of the month following employmentcheck_circle401k Plan with employer matching after one year of employmentcheck_circlePaid vacation, personal/sick days, and bereavement time after 90 dayscheck_circleEmployee Profit Sharing Programcheck_circle50% AT&T wireless discountcheck_circlePaid training
