Retail Service Associate
Job Description
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 provide exceptional customer support for mobile.
- Mobile Activations & Customer Education
- 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.
- Demonstrate strong understanding and enthusiasm for technology and act as a go-to resource.
- Provide basic features and capabilities of devices to increase customer confidence.
- Mobile Escalations
- Assist customers with transferring contacts, emails, and media.
- Perform 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.
- Secure 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, and identifying opportunities to upsell accessories or add-ons.
Secondary Responsibilities
- 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 for optimal customer 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.
Expectations for All Employees
- 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.
Skills
- Customer-Focused
- Workplace Organization
- Teamwork
- Self Motivation
- Resilience
- Communication
- Professional Integrity
Disclaimer
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 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.