Retail Support Specialist
DSI Systems
Orlando, FL
Full-time
26 an hour
Apply Now
via Indeed
Benefits
Health Insurance
Paid Time Off
Dental Coverage
Job Description
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Job Overview
The Retail Support Specialist (RSS) delivers hands-on, frontline support to AT&T customers inside high-traffic national retail environments. In this role, you will engage directly with customers and retail partners to resolve account, billing, device, and service concerns; often in fast-paced, high-volume situations. Success in this role requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.
Key Responsibilities:
Customer Support
• 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.
Retail Partner Support
• 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.
Work Environment & Schedule Expectations
• This role is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to 8 hours per day.
• Ability to work flexible schedules, including evenings, weekends, and holidays, based on business needs.
• Comfort working in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
• 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
Collaboration & Communication
• 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.
Requirements
Required Skills & 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.
Preferred Qualifications
• Experience in wireless communications, retail customer service, or technical support
• Previous call center or retail support experience is a plus.
What We Offer
• Competitive starting pay of $26 per hour!
• Comprehensive training and development programs
• A supportive and engaging team environment
• Opportunities for career growth and advancement
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!
Job Overview
The Retail Support Specialist (RSS) delivers hands-on, frontline support to AT&T customers inside high-traffic national retail environments. In this role, you will engage directly with customers and retail partners to resolve account, billing, device, and service concerns; often in fast-paced, high-volume situations. Success in this role requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting.
Key Responsibilities:
Customer Support
• 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.
Retail Partner Support
• 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.
Work Environment & Schedule Expectations
• This role is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to 8 hours per day.
• Ability to work flexible schedules, including evenings, weekends, and holidays, based on business needs.
• Comfort working in busy, customer-facing environments with frequent interaction and problem-solving demands.
Operational Excellence
• 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
Collaboration & Communication
• 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.
Requirements
Required Skills & 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.
Preferred Qualifications
• Experience in wireless communications, retail customer service, or technical support
• Previous call center or retail support experience is a plus.
What We Offer
• Competitive starting pay of $26 per hour!
• Comprehensive training and development programs
• A supportive and engaging team environment
• Opportunities for career growth and advancement
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!
Qualifications
- • Success in this role requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail setting
- • 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
Benefits
- • Competitive starting pay of $26 per hour!
- • Comprehensive training and development programs
- • A supportive and engaging team environment
- • Opportunities for career growth and advancement
- • 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!
Responsibilities
- • The Retail Support Specialist (RSS) delivers hands-on, frontline support to AT&T customers inside high-traffic national retail environments
- • In this role, you will engage directly with customers and retail partners to resolve account, billing, device, and service concerns; often in fast-paced, high-volume situations
- • 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
- • Retail Partner Support
- • 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
- • Work Environment & Schedule Expectations
- • This role is performed in a retail environment and requires standing, walking, and engaging on the sales floor for up to 8 hours per day
- • Ability to work flexible schedules, including evenings, weekends, and holidays, based on business needs
- • Comfort working in busy, customer-facing environments with frequent interaction and problem-solving demands
- • 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
- • Collaboration & Communication
- • 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