Retail Support Specialist - Customer Experience Champion

DSI; La Quinta (CA); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Starting pay $26/hr

Training programs

Team environment

Career growth

Medical/Dental/Vision/Life insurance

401k matching

Paid vacation and sick days

Profit sharing

AT&T discount

Paid training

Advancement from within

Job summary

DSI is seeking a Retail Support Specialist to deliver frontline support to AT&T customers inside national retail environments. You will resolve billing, account, device, and service issues while maintaining professionalism in a fast-paced setting.

The role requires strong communication, composure under pressure, and the ability to collaborate with store leadership and cross-functional teams. The position offers training, growth opportunities, and a comprehensive benefits package.

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.

Responsibilities

• Provide professional, friendly, 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

Problem-solving

Stress management

Job description

DSI is seeking a Retail Support Specialist to deliver frontline support to AT&T customers inside national retail environments. You will resolve billing, account, device, and service issues while maintaining professionalism in a fast-paced setting.

The role requires strong communication, composure under pressure, and the ability to collaborate with store leadership and cross-functional teams. The position offers training, growth opportunities, and a comprehensive benefits package.