Retail Support Specialist Point

Job Overview

The Retail Support Specialist (RSS) delivers frontline support to AT&T customers in high-traffic national retail environments. The role involves engaging with customers and retail partners to resolve account, billing, device, and service concerns. Success requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm and professional in a dynamic retail setting.

• Provide professional, friendly, 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 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.

• Performs in a retail environment, standing, walking, engaging on the sales floor up to 8 hours/day.
• Flexible schedules, including evenings, weekends, and holidays based on business needs.
• Comfortable with busy, customer‑facing environments with frequent interaction and problem‑solving demands.

• 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.

• 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.

• 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.
• 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.