Retail Support Specialist

DSI Systems Inc.; Winston-Salem (NC); On-site; USD 29,549 - 42,085; Full time

Benefits offered by this job

Comprehensive training and development programs

401(k) Plan with employer matching

Employee Profit Sharing Program

50% AT&T wireless discount

Job summary

A national telecommunications provider is seeking a Retail Support Specialist to provide hands-on support to customers in retail settings. You will engage directly with customers to resolve account and billing issues while maintaining a calm and professional demeanor. The position offers a competitive starting pay of $26 per hour, comprehensive training, and opportunities for career growth. Strong customer service skills and the ability to multitask in a high-volume environment are essential for success.

Qualifications

• Experience in wireless communications or retail customer service is preferred.
• Ability to work flexible hours, including evenings and weekends.
• Detail-oriented with strong problem-solving abilities.

Responsibilities

• Provide friendly support to AT&T customers in retail locations.
• Resolve inquiries about billing and account updates.
• Troubleshoot wireless devices and network issues.
• Act as a subject-matter expert for retail employees.

Skills

Strong customer service and communication skills

Multitasking

Problem-solving abilities

Ability to handle high-stress situations

Job description

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

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

Benefits

• Medical, Dental, Vision, and Life insurance available on the first day of the month following your first day of employment – no extended waiting period.
• 401(k) 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.