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.

• Provide professional, friendly, solution‑focused support to AT&T customers in 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 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 in‑store escalations, leading partner support.
• Proactively engage with store leadership to address customer concerns and strengthen partnership alignment.
• Navigate multiple systems simultaneously while engaging with customers in real time.
• Document all interactions thoroughly and accurately, adhering to company policies, compliance 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; manage inventory accuracy for display devices and fixtures.
• Collaborate with cross‑functional teams; share insights on recurring issues to improve processes.
• Maintain a positive, professional demeanor during all interactions.

• Work in a retail environment; standing, walking and engaging on the sales floor for up to 8 hours per day.
• Flexible schedules, including evenings, weekends and holidays as needed.
• Comfortable working in busy, customer‑facing environments with frequent interaction and problem‑solving demands.

• 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.
• Flexible hours, including evenings, weekends, holidays as required.

• Experience in wireless communications, retail customer service, or technical support.
• Previous call center or retail support experience.

• Competitive starting pay of $26 per hour.
• Comprehensive training and development programs.
• Supportive and engaging team environment.
• Opportunities for career growth and advancement.

• Medical, Dental, Vision, and Life insurance available 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 within the organization.