Xfinity Retail Service Associate

Job Summary

The Retail Service Associate supports the store team in delivering a best‑in‑class customer experience across mobile, operational, and transactional activities. The 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.

• 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 for seamless use. Educate customers on accessories and add‑ons that enhance their experience and drive incremental revenue. Demonstrate strong understanding and enthusiasm for technology and act as a go‑to resource. Demonstrate basic features and capabilities of devices to increase customer confidence.
• 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.
• Facility Maintenance
  Ensure devices, counters, accessories, and walkways are clean, functioning, and accessible. Inspect back‑of‑house to ensure clean, secure, and properly placed inventory.
• On‑Demand Delivery, BAPIS & XM Upsell
  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.
• Secondary Responsibilities – When No Primary Actions Occur or on Red Floor Customer Check‑In
  Provide hands‑on demonstrations of devices and features to enhance value. Operations support for store resets and merchandising readiness. Maintain visual standards and product placement for optimal customer experience.
• Express Transactions
  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.

• Communication
• Customer‑Focused
• Professional Integrity
• Resilience
• Self‑Motivation
• Teamwork
• Workplace Organization

Base Pay: $15.63 per hour. Most sales positions are eligible for a commission under the terms of an applicable plan, while most non‑sales positions are eligible for a bonus. Comcast provides best‑in‑class benefits to eligible employees, including options to support physical, financial, and emotional well‑being.

• High School Diploma / GED (Required)
• Relevant
  
  Work Experience:
  
  0‑2 Years
• Certifications:
  
  (if applicable)

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

This description outlines the general nature and level of work expected and is not intended to be a comprehensive list of all duties or qualifications.