Retail Support Specialist

About the role

Join DSI, a company with over 40 years of sales enablement and customized business solution experience, providing enhanced value that delivers results for our clients and partners. As a Retail Support Specialist (RSS), you will deliver hands-on, frontline support to AT&T customers inside high-traffic national retail environments. This role involves engaging 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.
• Work Environment & Schedule Expectations
  • Perform in a retail environment requiring standing, walking, and engaging on the sales floor for up to 8 hours per day.
  • 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.

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.