Xfinity Retail Service Associate

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.
  • 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.

Qualifications

• High School Diploma / GED
• 0-2 Years relevant work experience

Skills

• Customer-Focused
• Workplace Organization
• Technical Knowledge
• Teamwork
• Self Motivation
• Communication
• Critical Thinking Problem Solving
• Resilience
• Professional Integrity

Pay

Base Pay: $17.05