Xfinity Mobile Retail Service Associate

Comcast • Orland Park, IL

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, helps maintain a clean and efficient store environment, and provides customer support for mobile products and services. The associate handles mobile activations, customer education, troubleshooting, and escalations, while assisting with store operations so customers leave confident in their Comcast products and services.

Primary mobile duties include activating new devices and bring-your-own devices, helping customers set up tablets and wearable devices, explaining device features and accessories, and resolving complex device or service issues. The associate also assists with account security and access recovery, transfers customer content, resets passwords after credential verification, activates SIM or eSIM connectivity, performs diagnostics, and processes returns, exchanges, warranty claims, and replacements in accordance with company policies. The role includes fulfilling on-demand deliveries and pickup orders, staging orders accurately, and identifying opportunities to offer accessories or add-ons.

When primary mobile activities are not occurring, the associate may check in customers, demonstrate devices, support store resets and merchandising, maintain visual standards, inspect and organize back-of-house inventory, and facilitate quick device swaps and equipment returns. All employees are expected to follow Comcast Operating Principles, take ownership of the customer experience, promote digital options, learn and advocate for Comcast products and tools, collaborate, participate in the Net Promoter System, drive operational results, support 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, critical thinking, problem-solving, customer-focused service, professional integrity, resilience, self-motivation, teamwork, technical knowledge, and workplace organization skills.

Responsibilities

• Activate new devices and bring-your-own devices on the network, providing a high-quality customer experience.
• Guide customers through tablet setup and connectivity options and support wearable-device activation and pairing.
• Educate customers about device features, accessories, and add-ons.
• Troubleshoot and resolve complex device or service issues, including escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Assist with transferring contacts, emails, and media; reset passwords after verifying credentials; and activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics and process returns, exchanges, warranty claims, and replacement requests according to company policies.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill on-demand deliveries and pickup orders by staging orders accurately and ensuring smooth handoffs; identify opportunities to offer accessories or add-ons.
• Check in customers and demonstrate devices and features when primary mobile duties are not occurring.
• Support store resets, 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 in compliance with company policies.
• Follow Comcast Operating Principles and take ownership of the customer experience, including promoting digital options.
• Learn and advocate for Comcast products, services, and digital tools; collaborate with teammates and participate in huddles, callbacks, and feedback loops.
• Drive results and operational excellence and support a culture of inclusion.

Benefits

• Base pay of $17.05.
• Eligible employees receive benefits; details are available in the compensation and benefits summary on Comcast's 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