Retail Support Specialist

About the role

DSI has over 40 years of sales enablement and customized business solution experience, providing enhanced value that delivers results for our clients and partners. We're seeking a Retail Support Specialist (RSS) to deliver 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 requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.

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
• 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

Work Environment & Schedule

• Performed in a retail environment; 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

Pay

Competitive starting pay of $26 per hour.

Benefits

• Medical, Dental, Vision, and Life insurance available on the first day of the month following your first day of employment
• 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; preference to promote from within