Retail Support Pro — Wireless & Customer Care Champion

DSI; Naperville (IL); On-site; USD 32,000 - 40,000; Full time

Benefits offered by this job

Health coverage

401k with match

Paid time off

Profit sharing

AT&T discount

Paid training

Advancement opportunities

Job summary

DSI is hiring a Retail Support Specialist to deliver frontline support to AT&T customers within national retail environments. You will handle billing, account updates, device issues, and service concerns while maintaining a calm, customer-focused approach on a fast-paced sales floor.

The role requires strong communication and problem-solving skills, multitasking across systems, and the ability to adapt to flexible schedules including evenings, weekends, and holidays.

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

Multitasking

Problem solving

Attention to detail

Schedule flexibility

Stress management

Job description

DSI is hiring a Retail Support Specialist to deliver frontline support to AT&T customers within national retail environments. You will handle billing, account updates, device issues, and service concerns while maintaining a calm, customer-focused approach on a fast-paced sales floor.

The role requires strong communication and problem-solving skills, multitasking across systems, and the ability to adapt to flexible schedules including evenings, weekends, and holidays.