Retail Support Specialist

Job Title:

Retail Support Specialist (RSS)

3 days ago – Be among the first 25 applicants

At DSI, we have over 40 years of experience in sales enablement and customized business solutions, delivering results for our clients and partners. We are seeking passionate individuals eager to make their mark in sales and customer service. Join our rewarding work environment and grow with us.

The Retail Support Specialist (RSS) delivers frontline support to AT&T customers within high‑traffic national retail environments. The role involves engaging directly with customers and retail partners to resolve account, billing, device, and service concerns in fast‑paced, high‑volume settings. Success requires strong communication skills, emotional resilience, technological comfort, and the ability to remain calm, accurate, and professional.

Customer Support

• Provide friendly, solution‑focused support to AT&T customers in national retail locations
• Resolve billing inquiries, account updates, plan changes, device support, and service concerns
• Troubleshoot wireless devices, network issues, and feature functionality
• Operate effectively in high‑volume environments while maintaining quality service during peak traffic

Retail Partner Support

• Serve as AT&T subject‑matter expert for retail employees and third‑party labor partners
• Lead in‑store support for retail escalations and act as the primary AT&T representative for partners
• Engage proactively with store leadership to address customer concerns and strengthen partnership alignment

Work Environment & Schedule Expectations

• Perform in a retail environment, standing, walking, and engaging on the sales floor for up to 8 hours per day
• Work flexible schedules, including evenings, weekends, and holidays, as needed
• Comfortable with busy, customer‑facing environments and frequent problem‑solving demands

Operational Excellence

• Navigate multiple systems simultaneously while engaging customers in real time
• Document all interactions thoroughly and accurately
• Adhere to company policies, compliance requirements, and privacy standards
• Meet or exceed performance metrics (quality, efficiency, 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 per planogram updates

Collaboration & Communication

• Work closely with cross‑functional teams (technical support, billing, fraud, customer care, escalation agents)
• Share insights on recurring issues to improve processes and customer experience
• Maintain a positive, professional demeanor during all interactions

Required Skills & Qualifications

• Strong customer service and communication skills
• Professional handling of high‑stress or escalated situations
• Proficient multitasking and navigating complex systems
• Detail‑oriented with strong problem‑solving abilities
• 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

• Competitive starting pay of $26 per hour
• Comprehensive training and development programs
• Supportive and engaging team environment
• Opportunities for career growth and advancement

• Medical, Dental, Vision, and Life insurance available after one month of employment (no extended waiting period)
• 401(k) 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 – preference for internal promotion

Seniority Level: Entry level

Employment Type:

Full‑time

Industry: IT Services and IT Consulting

Location:

Burlington, VT

Salary Range: $60,000.00–$70,000.00 per year

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