Xfinity Mobile Retail Service Associate

Job Summary

The full-time Retail Service Associate is our in store customer service position that 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.

Mobile Focused Customer Service:
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 oreSIMfor device connectivity. Perform in-depth diagnostics toidentifyand 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, andidentifyingopportunities to upsell accessories or add-ons.

Customer Check-In Provide hands-on demonstrations of devices and features to enhance value.

Operations Support store resets for proper merchandising and operational readiness.

Maintain visual standards and product placement foroptimalcustomer experience.

Inspect back-of-house to ensure clean, secure, and properly placed inventory.

Express Transactions Facilitate quick device swaps for customers. Process equipment returns efficiently while ensuring compliance.

High School Diploma or equivalent

Adjusting to a full time, variable work schedule to meet retail operational needs, including days, evenings, weekends, and holidays as necessary (open availability required)

Regular, consistent, and punctual attendance

Ability to carry and/or lift 25-pound boxes, and the ability to stand and move about the store constantly

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 tonew 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.

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. Comcast is an equal opportunity workplace. We will…