Wireless Retail Support Specialist — Customer Advocate

DSI Systems, Inc.; Newport News (VA); On-site; USD 26,000 - 37,000; Full time

Benefits offered by this job

Competitive pay

Training programs

Supportive team

Career growth

Insurance starts

401k with match

Paid time off

Profit sharing

AT&T discount

Paid training

Advancement from within

Job summary

DSI Systems, Inc. is seeking a Retail Support Specialist to deliver frontline support for AT&T customers inside national retail locations, including handling billing, device, and service inquiries.

You will troubleshoot devices, support partners, and maintain high-quality service in a fast-paced retail setting. The role requires strong communication skills, resilience, and the ability to manage multiple systems while meeting performance metrics.

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.
• 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

High-stress handling

Multitasking

Detail-oriented

Flexible hours

Job description

DSI Systems, Inc. is seeking a Retail Support Specialist to deliver frontline support for AT&T customers inside national retail locations, including handling billing, device, and service inquiries.

You will troubleshoot devices, support partners, and maintain high-quality service in a fast-paced retail setting. The role requires strong communication skills, resilience, and the ability to manage multiple systems while meeting performance metrics.