Xfinity Mobile Retail Service Associate

Comcast • Gresham, OR

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, and provides customer support for mobile products and services. The associate handles mobile activations, customer education, troubleshooting, and escalations while supporting store priorities so customers can use their Comcast products and services confidently.

Mobile-focused duties include activating new devices and bring-your-own devices, guiding customers through tablet setup and wearable-device pairing, explaining device features and accessories, and troubleshooting complex service or device issues. The associate may help secure accounts, recover access, transfer customer data, reset passwords after credential verification, configure SIM or eSIM connectivity, perform diagnostics, and process returns, exchanges, warranty claims, and replacements.

The role also fulfills Xfinity Mobile on-demand deliveries and BAPIS pickups, stages orders, completes customer handoffs, and identifies accessory or add-on opportunities. When primary mobile activities are not occurring or when assigned to the red floor, the associate demonstrates devices, supports store resets and merchandising, checks back-of-house inventory conditions, and assists with express device swaps and equipment returns. All employees are expected to follow Comcast Operating Principles, support digital options and customer feedback processes, collaborate as a team, deliver operational results, and foster inclusion.

Requirements

• High school diploma or GED required.
• Relevant work experience of 0–2 years.
• Communication, critical thinking, and problem-solving skills.
• Customer-focused approach, professional integrity, resilience, and self-motivation.
• Teamwork, technical knowledge, and workplace organization.

Responsibilities

• Activate new devices and bring-your-own devices on the network and provide customers with a white-glove activation 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; demonstrate devices and technology to build customer confidence.
• Troubleshoot and resolve complex device or service issues, including escalations, account security, lost or stolen devices, and account access recovery.
• Assist customers with transferring contacts, email, and media; reset passwords after appropriate credential verification; and activate or configure SIM and eSIM connectivity.
• Perform in-depth device diagnostics and process returns, exchanges, warranty claims, and replacement requests according to company policies.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders and completing customer handoffs; identify opportunities for accessory or add-on sales.
• Support store resets, merchandising, visual standards, and operational readiness; 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 requirements.
• Follow Comcast Operating Principles, promote digital options, participate in huddles, callbacks, and feedback loops, collaborate with teammates, drive operational excellence, and support a culture of inclusion.

Benefits

• Comcast offers a range of benefits to eligible employees, with options and support intended to address physical, financial, and emotional well-being. Details are available in the compensation and benefits summary on the careers site.
• Most non-sales positions are eligible for a bonus, subject to applicable terms.

What This Job Offers

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