Xfinity Retail Service Associate

About the role

The Xfinity Retail Service Associate (RSA) 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

• 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.
  • Aid 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.
  • 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.

• 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.

Qualifications

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

Skills

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

Pay

Base Pay: $18.56

Schedule

Not specified