In-Store Wireless Support Pro

DSI; West Springfield (MA); On-site; USD 36,000 - 41,000; Full time

Benefits offered by this job

Competitive starting pay $26/hr

Training and development programs

Team environment

Career growth opportunities

AT&T wireless discount 50%

Job summary

DSI, a company with over 40 years in sales enablement and customized business solutions, is recruiting a Retail Support Specialist to deliver frontline AT&T customer support inside national retail environments. You will engage customers and retail partners to resolve account, billing, device, and service concerns.

The role requires strong communication, emotional resilience, and comfort with technology, plus the ability to stay calm and professional in a fast-paced setting.

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.

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.
• Act as the AT&T subject-matter expert for retail employees and third-party labor partners.
• Serve as the primary AT&T representative for 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.
• 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.
• 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.

Skills

Customer service

Communication

Multitasking

Problem solving

Detail-orientation

Flexibility

Job description

DSI, a company with over 40 years in sales enablement and customized business solutions, is recruiting a Retail Support Specialist to deliver frontline AT&T customer support inside national retail environments. You will engage customers and retail partners to resolve account, billing, device, and service concerns.

The role requires strong communication, emotional resilience, and comfort with technology, plus the ability to stay calm and professional in a fast-paced setting.