Retail Support Specialist

Job Overview

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; often in fast‑paced, high‑volume situations. Success requires strong communication skills, emotional resilience, comfort with technology, and the ability to remain calm, accurate, and professional in a dynamic retail 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 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
• Comfort working in 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

Required Skills & 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

• 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 – no extended waiting period
• 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

Seniority Level: Entry level

Employment Type: Full‑time

Job Function: IT Services and IT Consulting

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