Retail Service Associate

Comcast • Shelby Township, MI

18h • Onsite

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. 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. RSAs handle mobile activation, education, troubleshooting, and escalations while assisting with operational priorities to ensure that customers leave confident and excited about their Comcast products and services. Comcast brings together the best in media and technology, driving innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, Comcast sets the pace in various innovative businesses and creates career opportunities across a wide range of locations and disciplines. The company is at the forefront of change, moving at an amazing pace thanks to its remarkable people who bring cutting-edge products and services to life for millions of customers every day. Comcast seeks individuals who share a passion for teamwork, a vision to revolutionize industries, and a goal to lead the future in media and technology.

Requirements

• High School Diploma / GED
• 0-2 Years Relevant Work Experience
• Communication
• Customer-Focused
• Professional Integrity
• Resilience
• Self Motivation
• Teamwork
• Workplace Organization

Responsibilities

• 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.
• Assist with warranty claims and replacement processes.
• Ensure devices, counters, accessories, and walkways are clean, functioning, and accessible.
• 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.
• Provide hands-on demonstrations of devices and features to enhance value (When No Primary Actions Occur or on Red Floor).
• Support store resets for proper merchandising and operational readiness (When No Primary Actions Occur or on Red Floor).
• Maintain visual standards and product placement for optimal customer experience (When No Primary Actions Occur or on Red Floor).
• Inspect back-of-house to ensure clean, secure, and properly placed inventory (When No Primary Actions Occur or on Red Floor).
• Facilitate quick device swaps for customers (When No Primary Actions Occur or on Red Floor).
• Process equipment returns efficiently while ensuring compliance (When No Primary Actions Occur or on Red Floor).
• 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.

Benefits

• 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.
• Comcast provides best-in-class Benefits to eligible employees.
• Benefits should connect you to the support you need when it matters most, and should help you care for those who matter most.
• An array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED