Retail Support Specialist at DSI in Logan, UT

Summary: DSI is a company with over 40 years of experience in sales enablement and customized business solutions. They are seeking a Retail Support Specialist to provide hands-on support to AT&T customers in high-traffic retail environments, addressing inquiries related to billing, devices, and service concerns while maintaining professionalism in fast-paced situations. Responsibilities: - 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 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 - 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 - 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 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 Required Skills: Wireless Communications, Technical Support, Retail Customer Service, System Navigation, Customer Service, Multitasking, Emotional Resilience 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!