Xfinity Retail Service Associate

About the role

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

Primary Responsibilities: Mobile Focused Customer Service

• 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.
• Affirm 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:

• 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.

Requirements

• High School Diploma or equivalent
• Ability to carry and/or lift 25-pound boxes, and the ability to stand and move about the store constantly

Qualifications

• Regular, consistent, and punctual attendance

Skills

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

Pay

Base Pay: $16.40

Schedule

Full-time, flexible, variable work schedule to meet retail operational needs, including days, evenings, weekends, and holidays as necessary (open availability)