Retail Support Specialist
$54,080–$54,080 year
On-siteTraverse City, Michigan, United States
Job Summary
Provide professional, friendly, and solution-focused support to AT&T customers inside national retail locations, resolving inquiries related to billing, account updates, plan changes, device support, and service concerns. Troubleshoot wireless devices, network issues, and feature functionality while operating effectively in high-volume retail environments. Act as the AT&T subject-matter expert for retail employees and third-party labor partners, leading in-store support for escalations and strengthening partnership alignment. Navigate multiple systems simultaneously, document all interactions thoroughly, and maintain inventory accuracy for display devices and fixtures. Meet or exceed performance metrics including quality, efficiency, and customer satisfaction scores. Work flexible schedules including evenings, weekends, and holidays, standing and walking for up to 8 hours per day.
Required 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
Desired Qualifications
- Experience in wireless communications, retail customer service, or technical support
- Previous call center or retail support experience
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