Xfinity Retail Service Associate

Overview

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

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 provide exceptional customer support for mobile.

Primary Responsibilities — Mobile Focused

• 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.
• 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.
• 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.
• Affix 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.

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.

Skills

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

Salary

Base Pay: $15.63

Education

High School Diploma / GED

Certifications (if applicable)

N/A

Relevant Work Experience

0-2 Years

More About Comcast

• Comcast Business Offers Customers Enhanced Speeds, 99.99% Network Reliability, Quicker Deployment Over Nation’s Largest Converged Network

• Xfinity’s Most Sustainable Packaging Yet, Made in the USA

• Xfinity Mobile Launches New Premium Unlimited Plan with Gig Speeds; Customers Save Over Half Compared to the Big Three

Retail Sales in Action

Talent Community

Join our talent community so we can get to know you better, learn more about your skills and experience, and how they could align with future open positions at Comcast.

Talent Community

Join our talent community so we can get to know you better, learn more about your skills and experience, and how they could align with future open positions at Comcast.

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