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DSI · 2 days ago

Retail Support Specialist

Clermont, FL

Full-time

Onsite

New Grad, Entry Level

$26/hr - $26/hr

DSI is a company with over 40 years of experience in sales enablement and customized business solutions. They are seeking a Retail Support Specialist to provide frontline support to AT&T customers in retail environments, addressing account, billing, and service concerns while ensuring a positive customer experience.

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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

Qualification

Customer serviceCommunication skillsMultitaskingProblem-solvingWireless communicationsRetail customer serviceTechnical support

Required

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

Preferred

Experience in wireless communications, retail customer service, or technical support

Previous call center or retail support experience is a plus

Benefits

Medical, Dental, Vision, and Life insurance are available on the first day of the month following your first day of employment - no extended waiting period!

401k Plan with employer matching after one year of employment

Paid vacation, personal/sick days, and bereavement time after 90 days

Employee Profit Sharing Program

50% AT&T wireless discount

Paid training

Advancement opportunities, we prefer to promote from within!