Retail Support Specialist

About the Role

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.

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

• 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

Qualifications

Preferred:

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

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 - we prefer to promote from within!

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

Comprehensive training and development programs, a supportive and engaging team environment, and opportunities for career growth and advancement are also part of what we offer.