Xfinity Retail Service Associate
Job Description
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.
- 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.
- 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.
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
Salary
Base Pay: $17.05
Application Information
The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. 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. Additionally, Comcast provides best-in-class Benefits to eligible employees. Please visit the compensation and benefits summary on our careers site for more details.
Education
High School Diploma / GED
Relevant Work Experience
0-2 Years