Xfinity Mobile Retail Service Associate

Comcast • Grand Rapids, MI

2d

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. This 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. Responsibilities include mobile activation, customer education, troubleshooting, escalations, and operational support so customers leave confident about their Comcast products and services.

The associate also supports store merchandising and readiness, customer check-in, express transactions, and on-demand delivery and pickup fulfillment. The role promotes Comcast products, services, and digital tools while contributing to teamwork, operational excellence, and an inclusive workplace.

Requirements

• High school diploma or GED (required).
• Relevant work experience: 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 to the network, and guide customers through tablet setup, connectivity options, and wearable-device pairing.
• Educate customers about device features, accessories, and add-ons, and demonstrate technology to build customer confidence.
• Troubleshoot and resolve device or service issues, including complex escalations, account security, lost or stolen devices, and access recovery.
• Transfer customer contacts, emails, and media; perform verified password resets; activate and configure SIM or eSIM; and conduct in-depth diagnostics.
• Process returns and exchanges in compliance with company policies and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders, ensuring smooth handoffs, and identifying accessory or add-on upsell opportunities.
• When primary mobile activities are not occurring or when assigned to the Red Floor, check in customers and provide hands-on device demonstrations.
• Support store resets, maintain visual standards and product placement, and inspect back-of-house areas for clean, secure, and properly placed inventory.
• Facilitate quick device swaps and efficiently process equipment returns while ensuring compliance.
• 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 huddles, callbacks, and feedback loops.
• Drive results and operational excellence, foster inclusion, and act in the interests of customers, teammates, communities, and investors.

Benefits

• Eligible employees receive benefits, with options and guidance intended 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 an applicable plan.

What This Job Offers

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