Xfinity Mobile Retail Service Associate

About the Role

The Mobile Retail Service Associate (Mobile RSA) 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. RSAs handle mobile activation, education, troubleshooting, and escalations while assisting with operational priorities to ensure that customers leave confident and excited about their Comcast products and services.

Key Responsibilities

Mobile Focused

• Mobile Activations & Customer Education
• 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.
• Demonstrate strong understanding and enthusiasm for technology.
• Demonstrate basic features and capabilities of devices.
• Mobile Escalations
• 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.
• Mobile Support
• 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.
• On-Demand Delivery, BAPIS & XM Upsell
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, ensuring smooth handoff.
• Identify opportunities to upsell accessories or add-ons.

Secondary Responsibilities (When no primary actions occur or on red floor)

• Customer Check-In
• Provide hands-on demonstrations of devices and features.
• Operations
• Support store resets for proper merchandising and operational readiness.
• Maintain visual standards and product placement.
• Inspect back-of-house to ensure clean, secure, and properly placed inventory.
• Express Transactions
• Facilitate quick device swaps.
• Process equipment returns efficiently while ensuring compliance.

Expectations for All Employees

• Understand and follow the Comcast Operating Principles.
• Own the customer experience and promote digital options.
• 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

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

Qualifications

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