Retail Support Specialist - Simi Valley, CA
1 month ago

Job summary
The Retail Support Specialist 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.Key responsibilities include providing professional friendly and solution-focused support to AT&T customers in national retail locations resolving inquiries related to billing account updates plan changes device support and service concerns troubleshooting wireless devices network issues and feature functionality operating effectively in high-volume retail environments maintaining focus professionalism and service quality during peak traffic escalated situations acting as the AT&T subject-matter expert for retail employees third-party labor partners serving as the primary representative leading in-store support for escalations proactively engaging store leadership addressing customer concerns strengthening partnership alignment ensuring best-in-class customer experience navigating multiple systems simultaneously documenting interactions adhering company policies compliance requirements privacy standards meeting performance metrics including quality efficiency customer satisfaction scores executing approved planograms inventory accuracy display devices fixtures adding removing repositioning phones fixtures promotional material per planogram updates working closely cross-functional teams sharing insights recurring issues improving processes customer experience maintaining positive professional demeanor all interactions.
Job description
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