Contact Center Support Specialist

At DSI, we have over 40 years of sales enablement and customized business solution experience, providing enhanced value that delivers results for our clients and partners. We're on the lookout for passionate individuals eager to make their mark in sales and customer service. 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; 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.

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.
Meet or exceed performance metrics, including quality, efficiency, and customer satisfaction scores.
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.
Strong customer service and communication skills.
Ability to work flexible hours, including evenings, weekends, or holidays as needed.

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
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 training