Retail Support Specialist

About the Role

DSI brings more than four decades of experience in sales enablement and tailored business solutions, helping clients and partners achieve stronger outcomes. The company is seeking motivated people who want to build a career in sales and customer support while contributing in a fast-moving, rewarding workplace.

The Retail Support Specialist is a hands-on, customer-facing position based in busy national retail stores. You will work directly with AT&T customers and retail partners to handle account, billing, device, and service questions. The job calls for clear communication, patience under pressure, strong technical comfort, and a consistently professional approach in a high-traffic retail setting.

Customer Support Duties

• Deliver courteous, practical support to AT&T customers inside national retail locations.
• Help resolve questions about billing, account changes, plan adjustments, device issues, and service-related concerns.
• Diagnose wireless device concerns, network problems, and feature-related issues.
• Stay effective in busy retail settings while maintaining quality, composure, and accuracy during peak traffic or escalated situations.

Retail Partner Support

• Act as the local AT&T expert for store employees and third-party labor partners.
• Represent AT&T as the main in-store contact for partner escalations and support needs.
• Work proactively with store leaders to resolve concerns, strengthen alignment, and support an excellent customer experience.

Work Environment and Schedule

• This position is carried out in a retail environment and requires standing, walking, and active floor presence for up to 8 hours per day.
• Be available for flexible scheduling, including evenings, weekends, and holidays, depending on business needs.
• Remain comfortable working in a busy, customer-driven setting with frequent interaction and problem-solving.

Operational Expectations

• Use several systems at once while supporting customers in real time.
• Record every interaction carefully and accurately.
• Follow company policies, privacy standards, and compliance requirements.
• Work toward or beyond performance goals tied to quality, speed, and customer satisfaction.
• Set up and maintain approved planograms for mobile devices and signage.
• Keep display device and fixture inventory accurate.
• Place, remove, and move phones, fixtures, and promotional materials according to planogram updates.

Collaboration and Communication

• Partner with technical support, billing, fraud, customer care, and escalation teams.
• Report recurring issues so processes and customer experience can be improved.
• Maintain a positive and professional attitude in every interaction.

Requirements

Applicants should have strong customer service instincts, excellent communication skills, and the ability to stay composed in stressful or escalated situations. The role also requires multitasking ability, comfort with complex systems, careful attention to detail, and solid problem-solving skills. Flexible availability for evenings, weekends, or holidays is needed.

Preferred Background

Experience in wireless services, retail customer support, or technical support is preferred. Prior call center or retail support experience is an added advantage.

Compensation and Benefits

The starting pay for this role is $26 per hour.

• Comprehensive training and development support
• Supportive team culture
• Opportunities to grow and move forward in your career
• Medical, dental, vision, and life insurance starting on the first day of the month after your first day of work
• 401(k) with employer match after one year of employment
• Paid vacation, personal/sick time, and bereavement leave after 90 days
• Employee profit-sharing program
• 50% discount on AT&T wireless services
• Paid training
• Internal promotion focus