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. 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.

• 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 that drive incremental revenue.
• 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.
• 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
  • Provide hands-on demonstrations of devices and features to enhance value when no primary actions occur or on red floor customer check-in.
  • Support store resets, merchandising, visual standards, and back-of-house inventory inspection.
• Operations Support
  • Facilitate quick device swaps and efficient processing of equipment returns.
  • Ensure compliance and maintain store cleanliness and accessibility.

• High School Diploma or GED.
• 0-2 years of relevant work experience.
• Skills:
  
  Communication, customer focus, professional integrity, resilience, self-motivation, teamwork, workplace organization.

Base Pay: $18.56 per hour. Eligible for commission or bonus depending on role. Comcast provides comprehensive benefits including health, dental, vision, retirement, paid time off, and employee assistance programs.

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.