Xfinity Retail Service Associate

About the role

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines.

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.

Responsibilities

The Retail Service Associate will 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.

• 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.
• Troubleshoot and resolve complex device or service issues.
• 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.

Requirements

• 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
• Technical Knowledge
• Teamwork
• Self Motivation
• Critical Thinking Problem Solving
• Resilience
• Communication
• Professional Integrity

Qualifications

High School Diploma / GED

Relevant Work Experience: 0-2 Years

Pay

Base Pay: $16.45

Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus.

Benefits

Comcast provides best-in-class Benefits to eligible employees, including an array of options, expert guidance, and always-on tools, that are personalized to meet the needs of your reality.