Retail Support Specialist

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.

• 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.

• 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.

• 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 available on the first day of the month following your first day 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 – we prefer to promote from within.

Seniority level:
Entry level

Employment type:

Full‑time

Job function: IT Services and IT Consulting