Retail Support Specialist — Customer Care & Growth

DSI; Prescott (AZ); Presencial; USD 32.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Insurance

401k

Paid time off

Profit sharing

AT&T discount

Training

Advancement

Descripción de la vacante

DSI is seeking a Retail Support Specialist to assist AT&T customers in national retail locations. You will handle billing, account updates, device support, and service questions, while maintaining professionalism in busy environments.

Ideal candidates excel in customer service, multitasking, and communication. The role includes evenings, weekends, and holidays and offers comprehensive benefits and growth opportunities within a dynamic retail setting.

Formación

• 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.

Responsabilidades

• 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 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.

Conocimientos

Customer service

Communication

Multitasking

Problem solving

Flexibility

Descripción del empleo

DSI is seeking a Retail Support Specialist to assist AT&T customers in national retail locations. You will handle billing, account updates, device support, and service questions, while maintaining professionalism in busy environments.

Ideal candidates excel in customer service, multitasking, and communication. The role includes evenings, weekends, and holidays and offers comprehensive benefits and growth opportunities within a dynamic retail setting.