About This Role
The Retail Support Specialist delivers hands-on, frontline support to AT&T customers within high-traffic national retail environments. This role involves direct engagement with customers and retail partners to resolve account, billing, device, and service concerns, often in fast-paced situations. It suits an individual with strong communication skills and emotional resilience, who is comfortable with technology and can remain calm and professional in a dynamic retail setting.
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
Requirements
- 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
Nice to have:
- Experience in wireless communications, retail customer service, or technical support
