Xfinity Mobile Retail Service Associate

Comcast Resume • Champaign, 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 Xfinity Mobile. 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 services, including activating devices and BYOD, guiding customers through tablet and wearable setup, explaining device features and accessories, resolving complex device and service issues, helping secure accounts and recover access, and performing device support such as data transfers, credential-verified password resets, SIM or eSIM activation, diagnostics, returns, exchanges, and warranty processes. The role also fulfills on-demand deliveries and BAPIS pickups, stages orders, and identifies accessory and add-on sales opportunities.

When mobile-focused actions are not occurring or the associate is on the Red Floor, secondary duties include customer check-in and device demonstrations, supporting store resets and merchandising, maintaining visual standards, inspecting and organizing back-of-house inventory, and facilitating quick device swaps and equipment returns. 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 Net Promoter System activities, drive operational excellence, support inclusion, and act in the best interests of customers, teammates, communities, and investors.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Communication, critical thinking and problem solving, customer focus, professional integrity, resilience, self-motivation, teamwork, technical knowledge, and workplace organization.

Responsibilities

• Activate new devices and bring customers' BYOD devices onto the network.
• Guide customers through tablet setup and connectivity options and help activate and pair wearable devices.
• Educate customers about accessories and add-ons, demonstrate device features, and serve as a knowledgeable technology resource.
• Troubleshoot and resolve complex device or service issues, including escalations using advanced tools.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Assist with transferring contacts, emails, and media; reset passwords after appropriate credential verification; and activate and configure SIM or eSIM.
• Perform in-depth diagnostics and process returns, exchanges, warranty claims, and replacement requests in accordance with company policies.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups, accurately stage orders, ensure smooth handoffs, and identify opportunities to upsell accessories or add-ons.
• Check in customers and provide hands-on device and feature demonstrations when primary mobile activities are not occurring or while on the Red Floor.
• Support store resets, merchandising, operational readiness, visual standards, and product placement.
• 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 policies.
• Follow Comcast Operating Principles, own the customer experience, and promote digital options at every touchpoint.
• Learn and advocate for Comcast products, services, and digital tools; collaborate with teammates and participate in Net Promoter System huddles, callbacks, and feedback loops.
• Drive results and operational excellence, support a culture of inclusion, and act in the best interests of customers, teammates, communities, and investors.

Benefits

• Eligible employees receive a range of benefits, personalized support, expert guidance, and always-on tools to support physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus under the terms of an applicable plan.

What This Job Offers

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