Wireless Retail Support Specialist – In-Store Expert

DSI; San Bernardino (CA); On-site; USD 36,000 - 41,000; Full time

Job summary

DSI is seeking a Retail Support Specialist to deliver hands-on, frontline support to AT&T customers inside national retail environments. You will engage with customers and retail partners to resolve account, billing, device, and service concerns in fast-paced settings.

The role requires strong communication, calm under pressure, and the ability to navigate multiple systems while maintaining excellent customer service and accurate documentation.

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.
• Document 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.

Skills

Customer service

Communication

Multitasking

Problem-solving

Flexibility

Job description

DSI is seeking a Retail Support Specialist to deliver hands-on, frontline support to AT&T customers inside national retail environments. You will engage with customers and retail partners to resolve account, billing, device, and service concerns in fast-paced settings.

The role requires strong communication, calm under pressure, and the ability to navigate multiple systems while maintaining excellent customer service and accurate documentation.