Xfinity Mobile Retail Service Associate

About the Role

The Retail Service Associate supports the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. This role serves as a go-to technical and operational resource, helping to maintain a clean and efficient store environment, and provide exceptional customer support for mobile.

Key Responsibilities

• Provide a white-glove experience activating new devices or BYOD to the network.
• Guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices.
• Educate customers on accessories and add-ons to enhance their experience and drive incremental revenue.
• Demonstrate basic features and capabilities of devices to increase customer confidence.
• Troubleshoot and resolve complex device or service issues.
• Assist customers in securing accounts, replacing lost or stolen devices, and navigating access recovery.
• Use advanced tools to manage escalations.
• Assist customers with transferring contacts, emails, and media.
• Provide password resets with appropriate credential verification.
• Activate and configure SIM or eSIM for device connectivity.
• Perform in-depth diagnostics to identify and resolve issues.
• Process returns or exchanges in compliance with company policies.
• Assist with warranty claims and replacement processes.
• Ensure devices, counters, accessories, and walkways are clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, ensuring smooth handoff, and identifying opportunities to upsell accessories or add-ons.
• Provide hands-on demonstrations of devices and features to enhance value.
• Support store resets for proper merchandising and operational readiness.
• Maintain visual standards and product placement for optimal customer experience.
• Inspect back-of-house to ensure clean, secure, and properly placed inventory.
• Facilitate quick device swaps for customers.
• Process equipment returns efficiently while ensuring compliance.
• Understand and follow the Comcast Operating Principles.
• Own the customer experience and promote digital options at every touchpoint.
• Be an enthusiastic learner and advocate of Comcast products, services, and digital tools.
• Win as a team through collaboration and openness to new ideas.
• Participate in the Net Promoter System: huddles, callbacks, and feedback loops.
• Drive results and operational excellence.
• Foster and support a culture of inclusion.
• Do what’s right for customers, teammates, communities, and investors.

Requirements & Tech Stack

• Customer-Focused
• Workplace Organization
• Teamwork
• Technical Knowledge
• Self Motivation
• Communication
• Critical Thinking Problem Solving
• Resilience
• Professional Integrity

Qualifications

• High School Diploma / GED
• 0-2 Years of Relevant Work Experience