Xfinity Mobile Retail Service Associate

Comcast • Estero, FL

3d

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, maintaining a clean and efficient store environment and providing customer support for mobile services. Responsibilities include mobile activations, customer education, troubleshooting, escalations, and assistance with operational priorities so customers feel confident using Comcast products and services.

The associate provides customer assistance with activating devices and BYOD, setting up tablets and wearable devices, transferring data, configuring SIM or eSIM, recovering account access, and resolving device or service issues. The role also processes returns, exchanges, and warranty claims; fulfills on-demand deliveries and pickups; and maintains store and inventory presentation. When primary activities are not occurring, the associate supports customer demonstrations, store resets, merchandising, and express transactions.

All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, learn and advocate for Comcast products and tools, collaborate, participate in the Net Promoter System, drive operational excellence, foster inclusion, and act in the interests of customers, teammates, communities, and investors.

Requirements

• High school diploma or GED.
• 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.
• Technical knowledge.
• Workplace organization.

Responsibilities

• Provide a white-glove experience activating new devices or BYOD 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.
• Demonstrate device features and capabilities and serve as a technical resource.
• Troubleshoot and resolve complex device or service issues, including escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Use advanced tools to manage mobile escalations.
• Assist with transferring contacts, emails, and media.
• Provide password resets 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 accordance 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 accurately staging orders and ensuring smooth handoffs.
• Identify opportunities to upsell accessories or add-ons.
• Provide hands-on demonstrations of devices and features when primary activities are not occurring or on the Red Floor.
• Support store resets, merchandising, and operational readiness.
• Maintain 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.
• Follow Comcast Operating Principles and promote digital options.
• Participate in huddles, callbacks, and feedback loops through the Net Promoter System.
• Collaborate with teammates, support inclusion, and drive operational excellence.

Benefits

• Eligible employees receive an array of benefits with personalized options and guidance to support physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission under the applicable plan.

What This Job Offers

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