AT&T Small Business Training Specialist

Overview

DSI, an authorized AT&T Representative partner, has an immediate career opportunity for an AT&T Contact Center Trainer for Small Business training efforts.

Base pay range : $60,000.00 / yr - $65,000.00 / yr

Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Travel : 30 - 50% national and international travel as required for business needs

Office requirement : This role will report to our office in Richardson, Texas

About DSI : Founded in 1984, DSI is a family-owned company committed to delivering exceptional value and measurable results to our clients and partners. Our comprehensive services include sales management, marketing support, hardware logistics, immersive training, engineering expertise, and proprietary software solutions—all designed to drive growth and operational efficiency. We serve as a one-stop solution across markets including mobility, broadband, video, commercial, residential, Lodging & Institutions, and Multi-Dwelling Units—empowering our sales partners to uncover new opportunities and maximize their potential.

The qualified candidate will be able to : identify and deliver on the agent training needs through constant immersion in the contact center; develop and deliver energetic and engaging training, meetings, and huddles; tackle mastery of knowledge of ever-changing offers, products, and services, as well as unique and complex call center system, ticketing, and order entry systems and processes; have a thorough understanding and knowledge of call center environments and culture and be able to "talk the talk" by not just teaching, but by demonstrating on a live call what good customer service sounds like.

Responsibilities

• Handle in-bound sales support calls along with agents from various retail locations, listening to, understanding, and providing need-based sales solutions for store associates and their customers
• Track customer inquiries and resolutions, logging calls with various dialer and ticketing software platforms
• Handle inbound call volume along with agents, demonstrating proper soft skills to ensure a high level of customer support and customer satisfaction
• Manage the day-to-day operations of the agent-facing learning library of materials, identifying gaps and updating as needed
• Provide up-to-the-minute communication of changes in offers and updates in processes to stakeholders (training team, agents, team leaders, and supervisors)
• Deliver on-site training and agent education, including group training, side-by-side instruction and coaching for agents, team leaders, and supervisors
• Collaborate with the Lead Trainer to ensure timely material development and rollout
• Work closely with agents to deeply understand varying situations and train all stakeholders accordingly
• Become a subject matter expert and proactively identify opportunities for improvement and training
• Stay current on processes, systems, and issues to troubleshoot and problem solve
• Educate agents on AT&T-related product and service training in an energetic, engaging fashion
• Assist in creating tickets alongside agents after research to resolve customer issues
• Help build, update, and maintain sales & training presentations, job aids, and reference materials for learning optimization
• Ensure a unified training message across programs

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