Retail Support Specialist

Job Overview

The Retail Support Specialist (RSS) at DSI provides frontline support to AT&T customers in national retail environments, resolving various account, billing, device, and service concerns.

Key Responsibilities

• 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

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.

Requirements

• 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!