Retail Customer Support Representative

Credence Innovations, a top-performing marketing agency in Indianapolis, is looking for customer-focused professionals to join our team as Retail Customer Support Representatives for AT&T's retail initiative. This role puts you at the heart of customer interactions, where you'll provide expert guidance on AT&T products while developing valuable skills in retail sales and client relations.

As a Retail Customer Support Representative, you'll serve as AT&T's frontline expert, delivering personalized solutions for wireless, internet, and TV services through direct customer interactions. This Retail Customer Support Representative role focuses on resolving inquiries, troubleshooting technical issues, and guiding customers to ideal AT&T products, all supported by immersive training to ensure exceptional service and lasting customer relationships.

What You'll Do as a Retail Customer Support Representative

Engage with AT&T Retail customers to provide prompt, courteous, and accurate information regarding their services, accounts, and products.

Actively listen to customer concerns, diagnose technical and account-related issues, and deliver effective, step-by-step solutions or workarounds.

Expertly inform customers on AT&T wireless, internet, and TV products, services, features, and promotions.

Assist customers with account modifications, detailed billing explanations, payment processing, service upgrades / downgrades, and new feature activations.

Recommend AT&T services / products and transition interested customers to sales specialists.

Accurately record all customer interactions, troubleshooting steps, and resolutions within CRM and internal systems, ensuring comprehensive and up-to-date customer records.

Contribute to a welcoming and organized retail space by assisting with product displays, inventory, and ensuring the cleanliness of the customer-facing areas.

Proactively educate customers on how to maximize their AT&T services, utilize device features, and self-troubleshoot common issues, empowering them with knowledge.