Retail Support Specialist

Retail Support Specialist (RSS)

Deliver front‑line support to AT&T customers in high‑traffic national retail environments. Engage directly with customers and retail partners to resolve account, billing, device, and service concerns in a fast‑paced setting.

• 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 in‑store support for retail escalations.
• Proactively engage with store leadership to address customer concerns, strengthening partnership alignment for a best‑in‑class experience.
• Perform work in a retail environment, standing, walking, and engaging on the sales floor up to 8 hours per day.
• Work flexible schedules, including evenings, weekends, and holidays as needed.
• 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: quality, efficiency, and customer satisfaction scores.
• Execute and maintain approved planograms for mobile devices and signage; maintain inventory accuracy for display devices and fixtures.
• Work closely with cross‑functional teams such as technical support, billing, fraud, customer care, and escalation agents.

• 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.

• 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 from the first day of the month following first day of employment.
• 401(k) plan with employer matching after one year.
• Paid vacation, personal/sick days, and bereavement time after 90 days.
• Employee profit‑sharing program.
• 50% AT&T wireless discount.
• Paid training.
• Advancement opportunities, with preference to promote from within.

Seattle, WA – Salary range $55,000 to $65,000 per year.