Retail Support Specialist - Growth, Training & Benefits

DSI Systems; Castleton (VT); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Training programs

Benefits package

Career growth

Medical insurance

Dental insurance

Vision insurance

Life insurance

401k with match

Paid vacation

Discount (AT&T)

Job summary

DSI Systems seeks a Retail Support Specialist to deliver frontline support for AT&T customers in national retail locations, handling billing, device issues, and service concerns with composure in busy settings.

You will collaborate with cross‑functional teams, maintain planograms and inventory, and uphold privacy and quality standards while adapting to flexible shifts including evenings and weekends.

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, 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.
• Document all interactions thoroughly and accurately.
• 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

Stress management

Multitasking

Attention to detail

Flexible hours

Job description

DSI Systems seeks a Retail Support Specialist to deliver frontline support for AT&T customers in national retail locations, handling billing, device issues, and service concerns with composure in busy settings.

You will collaborate with cross‑functional teams, maintain planograms and inventory, and uphold privacy and quality standards while adapting to flexible shifts including evenings and weekends.