Retail Support Specialist

About This Role

The Retail Support Specialist provides frontline, hands-on support to AT&T customers within national retail stores, resolving account, billing, device, and service issues. This role also acts as the AT&T subject matter expert for retail employees and partners.

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
• Act as the AT&T subject-matter expert for retail employees and third-party labor partners
• Serve as the primary AT&T representative for partners, leading in-store support for retail escalations
• 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
• 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

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
• Previous call center or retail support experience

Benefits