Mobile Retail Service Associate

Comcast Resume • Knoxville, TN

7d

About The Position

The Retail Service Associate supports the store team in delivering a best-in-class 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 services. The associate handles mobile activation, education, troubleshooting, and escalations while assisting with store priorities so customers leave confident in their Comcast products and services.

The position activates and configures new devices and bring-your-own devices, guides customers through tablet and wearable setup, and explains device features, accessories, and add-ons. It also involves diagnosing and resolving complex device or service issues, assisting with account security and access recovery, transferring customer data, resetting passwords after credential verification, configuring SIM or eSIM connectivity, and processing returns, exchanges, warranty claims, and replacements in accordance with company policies.

The associate stages and hands off Xfinity Mobile on-demand deliveries and BAPIS pickups, maintains clean and accessible devices, counters, accessories, and walkways, and supports customer check-in, device demonstrations, store resets, merchandising, inventory organization, and express transactions as needed. All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, collaborate, participate in the Net Promoter System, drive operational results, support inclusion, and act in the best interests of customers, teammates, communities, and investors.

Requirements

• High school diploma or GED required.
• 0–2 years of relevant work experience.
• Communication skills.
• Critical thinking and problem-solving skills.
• Customer-focused approach.
• Professional integrity.
• Resilience and self-motivation.
• Teamwork and technical knowledge.
• Workplace organization.

Responsibilities

• Provide a high-quality experience activating new devices and bring-your-own devices on the network.
• Guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices.
• Educate customers about accessories and add-ons and demonstrate device features and capabilities.
• Serve as a knowledgeable resource for technology and Comcast products and services.
• Troubleshoot and resolve complex device or service issues, using advanced tools for escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover access.
• Transfer contacts, emails, and media for customers.
• Reset passwords after appropriate credential verification.
• Activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics to identify and resolve issues.
• Process returns and exchanges in compliance with company policies.
• Assist with warranty claims and replacement processes.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately and ensuring smooth handoffs.
• Identify opportunities to upsell accessories or add-ons during delivery and pickup handoffs.
• Provide hands-on device and feature demonstrations during customer check-in.
• Support store resets and maintain merchandising, visual standards, and product placement.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and process equipment returns efficiently and compliantly.
• Follow Comcast Operating Principles and own the customer experience, including promoting digital options at every touchpoint.
• Collaborate with teammates, participate in huddles, callbacks, and feedback loops, and support operational excellence and an inclusive culture.

Benefits

• Comcast describes an array of benefits and personalized support options for eligible employees; specific benefits are not listed in the posting.
• 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