Retail Support Advocate - Customer Experience Pro

DSI; Newark (CA); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Medical insurance from day 1

401k with employer matching

Paid vacation and sick days

Employee Profit Sharing

AT&T wireless discount

Paid training

Job summary

DSI is seeking a Retail Support Specialist to deliver frontline support to AT&T customers in national retail environments. You will resolve account, billing, device, and service concerns while remaining calm, accurate, and professional in fast-paced settings.

The role requires strong communication, multitasking, and problem-solving skills, with the ability to work flexible hours including evenings, weekends, and holidays. Training and advancement opportunities are available.

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 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.
• 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 skills

Multitasking

Problem-solving

Attention to detail

Flexibility

Job description

DSI is seeking a Retail Support Specialist to deliver frontline support to AT&T customers in national retail environments. You will resolve account, billing, device, and service concerns while remaining calm, accurate, and professional in fast-paced settings.

The role requires strong communication, multitasking, and problem-solving skills, with the ability to work flexible hours including evenings, weekends, and holidays. Training and advancement opportunities are available.