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 Overview

The 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 Support

Provide 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 Support

Act 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 Excellence

Navigate 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 signage
Maintain inventory accuracy for display devices and fixtures
Add, remove, and reposition phones, fixtures, and promotional material per planogram updates

Collaboration & Communication

Work 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

Requirements

Required Skills & Qualifications

Strong 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 Qualifications

Experience in wireless communications, retail customer service, or technical support
Previous call center or retail support experience is a plus

What We Offer

Competitive starting pay of $26 per hour!
Comprehensive training and development programs
A supportive and engaging team environment
Opportunities for career growth and advancement

Benefits

Medical, 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 days
Employee Profit Sharing Program
50% AT&T wireless discount
Paid training
Advancement opportunities, we prefer to promote from within!

DSI

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Retail Support Specialist