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. This role serves as a go‑to technical and operational resource, helping to maintain a clean and efficient store environment, and providing 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, educate customers on accessories and add‑ons that enhance their experience, demonstrate device features, and increase customer confidence.
• Mobile Escalations:
  Troubleshoot and resolve complex device or service issues, assist customers in securing accounts, replacing lost or stolen devices, navigating access recovery, and use advanced tools to manage escalations.
• Mobile Support:
  Assist customers with transferring contacts, emails, and media, provide password resets with credential verification, activate and configure SIM or eSIM for device connectivity, perform in‑depth diagnostics to resolve issues, process returns or exchanges, and handle 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.

• Customer Check‑In:
  Provide hands‑on demonstrations of devices and features to enhance value and maintain visual standards for optimal customer experience.
• Operations Support:
  Store resets for proper merchandising and operational readiness, maintain visual standards, inspect back‑of‑house to ensure clean, secure, and properly placed inventory.
• Express Transactions:
  Facilitate quick device swaps for customers and 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.
• Collaborate and work openly with teammates.
• Participate in the Net Promoter System: huddles, callbacks, and feedback loops, and 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.

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

Base Pay: $17.00 per hour. Sales positions may be eligible for commission; non‑sales positions may be eligible for bonus. Additional benefits are provided as part of Comcast’s Total Rewards program.

High School Diploma / GED (Required)

Not specified.

0–2 Years

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.