Retail Support Specialist

DSI; Franklin (WI); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401k

Job summary

DSI is seeking a Retail Support Specialist to assist AT&T customers in national retail locations. You will address billing, account updates, device issues, and service questions while delivering calm, professional support in a fast-paced environment.

Join a team focused on exceptional customer care, cross-functional collaboration, and meeting performance targets. The role requires standing for long periods and flexibility to work evenings, weekends, and holidays as needed.

Qualifications

• Strong customer service and communication with patrons.
• Ability to handle high-stress or escalated situations professionally.
• Proficient in multitasking and navigating complex systems.
• Detail-oriented with strong problem-solving abilities.
• Flexibility to work 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 and service quality.
• Act as the AT&T subject-matter expert for retail employees and third-party partners.
• Lead in-store support for retail escalations and engage with store leadership to improve experience.
• Document all interactions thoroughly and adhere to privacy standards.
• Meet or exceed performance metrics for quality, efficiency, and customer satisfaction.
• Collaborate with cross-functional teams including technical support, billing, and escalation agents.

Skills

Customer service

Communication

Multitasking

Attention to detail

Flexibility

Job description

Join Our Team!

At DSI, we have over 40 years of sales enablement and customized business solution experience, providing enhanced value that delivers results for our clients and partners. We're on the lookout for passionate individuals eager to make their mark in sales and customer service. Our exciting and rewarding work environment offers you the opportunity to grow with us and make a significant impact.

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 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

• 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

• 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!