Retail Support Specialist: Customer Care & Tech Help

DSI Systems, Inc.; Brighton (MI); On-site; USD 28,000 - 42,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life ins.

401k Plan with employer matching

Paid vacation, personal/sick days, and

Bereavement time after 90 days

Employee Profit Sharing Program

50% AT&T wireless discount

Paid training

Advancement opportunities

Job summary

DSI Systems, Inc. in Brighton, MI is seeking a Retail Support Specialist to deliver frontline support to AT&T customers in national retail environments.

You will engage customers and retail partners to resolve account, billing, device, and service concerns, requiring clear communication and calm professionalism in fast-paced settings. You will work with cross-functional teams, follow policies, and meet performance targets, with flexible 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

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

Stress management

Flexible schedule

Job description

DSI Systems, Inc. in Brighton, MI is seeking a Retail Support Specialist to deliver frontline support to AT&T customers in national retail environments.

You will engage customers and retail partners to resolve account, billing, device, and service concerns, requiring clear communication and calm professionalism in fast-paced settings. You will work with cross-functional teams, follow policies, and meet performance targets, with flexible evenings, weekends, and holidays.