Retail Service Associate

Comcast • Memphis, TN

3d

About The Position

The Retail Service Associate supports the store team in delivering a best-in-class customer experience through mobile, operational, and transactional activities. The role serves as a technical and operational resource, helping maintain a clean, efficient store and providing customer support for mobile products and services. The associate handles mobile activation, education, troubleshooting, and escalations, while assisting with operational priorities so customers leave confident in their Comcast products and services.

Primary responsibilities focus on mobile activations and customer education, troubleshooting and resolving complex device or service issues, and assisting customers with device support. The role also fulfills Xfinity Mobile on-demand deliveries and BAPIS pickups, stages orders for handoff, and identifies opportunities to upsell accessories or add-ons. When primary mobile activities are not occurring, the associate supports customer demonstrations, store resets, merchandising, inventory readiness, 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 as a team, participate in the Net Promoter System, drive operational excellence, support inclusion, and act in the interests of customers, teammates, communities, and investors.

Requirements

• High school diploma or GED required.
• 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-device (BYOD) phones to the network, providing a white-glove experience.
• Guide customers through tablet setup and connectivity options.
• Activate and pair wearable devices.
• Educate customers about accessories and add-ons, and demonstrate device features and capabilities.
• Troubleshoot and resolve complex device or service issues, using advanced tools to manage escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account 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 device 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 during delivery and pickup interactions.
• Provide hands-on demonstrations of devices and features when supporting customer check-in.
• Support store resets, merchandising standards, and operational readiness.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and efficiently process equipment returns in compliance with requirements.
• Follow Comcast Operating Principles, promote digital options, and advocate for Comcast products, services, and tools.
• Collaborate with teammates, participate in huddles, callbacks, and feedback loops, support inclusion, and drive operational excellence.

Benefits

• Eligible employees may receive benefits; details are provided in Comcast’s compensation and benefits summary.
• 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