Mobile Retail Service Associate

Comcast • Knoxville, TN

3d

About The Position

The Mobile Retail Service Associate supports the store team in delivering a strong customer experience across mobile, operational, and transactional activities. The role serves as a technical and operational resource, helps maintain a clean and efficient store environment, and provides customer support for mobile products and services. Responsibilities include mobile activation, customer education, troubleshooting, escalations, and assistance with store operations so customers can use their Comcast products and services confidently.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Communication, critical thinking, problem-solving, customer focus, professional integrity, resilience, self-motivation, teamwork, technical knowledge, and workplace organization.

Responsibilities

• Activate new devices and bring-your-own devices (BYOD) on the network, and guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices and demonstrate basic device features and capabilities.
• Educate customers about accessories and add-ons, and identify opportunities to increase sales through accessories or add-ons.
• Troubleshoot and resolve complex device or service issues, including account security, lost or stolen devices, and access recovery.
• Assist customers with transferring contacts, emails, and media; perform password resets after appropriate credential verification; and activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics, process returns and exchanges according to company policies, and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders and ensuring smooth handoffs.
• When primary mobile activities are not occurring or during Red Floor Customer Check-In, demonstrate devices and features to customers.
• Support store resets, maintain visual standards and product placement, and inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and process equipment returns in compliance with company requirements.
• Follow Comcast Operating Principles, own the customer experience, promote digital options, and learn and advocate for Comcast products, services, and digital tools.
• Collaborate with teammates, participate in Net Promoter System huddles, callbacks, and feedback loops, drive operational excellence, foster inclusion, and act in the interests of customers, teammates, communities, and investors.

Benefits

• Eligible employees may receive Comcast benefits; details are available in the compensation and benefits summary on the careers site.
• Most non-sales positions are eligible for a bonus under the applicable plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED