Union, Customer Service Associate - Part Time

About the role

We’re looking for a down-to-earth go-getter who can help customers sort through all of the options and hash out a plan that’s right for them. Part sales expert, part customer service guru, our consultants know how to knock the socks off customers every time.

Success Profile

• Communicator
• Digital Savvy
• Enthusiastic
• Good Listener
• Helpful
• Problem Solver

Responsibilities

Union, Customer Service Associate - Part Time
Job Summary
Responsible for supporting the store team so that a best in class experience for customers can be delivered. Provides great support to customers and the store team while constantly striving for improvement. Maintains accurate inventory, clean stores, tight back of house spaces and ensures excited customers who come back to learn more. Works on straight forward tasks using established procedures.

Retail Service Associate – Job Profile Summary & Description
Job Profile 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 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.

Primary Responsibilities — Mobile Focused
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.
- 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 — 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 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
• Communication
• Resilience
• Professional Integrity

Pay

Base Pay: $17.00

Schedule

The schedule for this position is part-time.