Xfinity Retail Service Associate - Part Time

About the role

The Xfinity Retail Service Associate - Part Time 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.
• Afford 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.
• 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.

Skills

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

Pay

Base Pay: $17.00