Retail Support Specialist

DSI Systems; City of Syracuse (NY); On-site; USD 47,000 - 57,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life insurance

401k Plan with employer matching

Paid vacation and personal days

Employee Profit Sharing Program

50% AT&T wireless discount

Paid training

Job summary

A telecommunications support firm seeks a Retail Support Specialist in Syracuse, NY, to provide frontline support to customers in high-traffic retail environments. Responsibilities include resolving account and service concerns, supporting retail partners, and ensuring a great customer experience. Candidates should have strong communication skills, work flexible hours, and handle high-pressure situations. The position offers competitive pay, comprehensive training, benefits, and opportunities for advancement within the company.

Qualifications

• Strong customer service and communication skills.
• Ability to handle high-stress situations with professionalism.
• Detail-oriented with strong problem-solving abilities.

Responsibilities

• Provide professional, friendly, and solution-focused support to AT&T customers.
• Resolve inquiries related to billing, account updates, and device support.
• Navigate multiple systems while engaging with customers.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Professionalism

Job description

Join Our Team!

Job Overview

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. Success in this role requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.

Key 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 labour 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

• 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.

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.

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.

What We Offer

• Competitive starting pay of $26 per hour!
• Comprehensive training and development programs
• A supportive and engaging team environment
• Opportunities for career growth and advancement

• Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
• 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!