Xfinity Mobile Retail Service Associate

Comcast • Jacksonville, FL

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. The role serves as a technical and operational resource, helping maintain a clean and efficient store environment while providing customer support for mobile services. The associate handles mobile activations, customer education, troubleshooting, and escalations, and assists with store priorities so customers leave confident about their Comcast products and services.

Responsibilities include activating new devices and bring-your-own devices, helping customers set up tablets and wearable devices, explaining device features and accessories, troubleshooting complex device or service problems, assisting with account security and access recovery, and configuring SIM or eSIM connectivity. The associate also supports data transfers, password resets, diagnostics, returns, exchanges, and warranty claims. Additional duties include fulfilling on-demand deliveries and pickups, maintaining store and inventory standards, supporting merchandising resets, and facilitating express device swaps and returns.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• 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, providing a high-quality customer experience.
• Guide customers through tablet setup and connectivity options, and support activation and pairing of wearable devices.
• Educate customers about accessories, add-ons, and device features and capabilities.
• 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 appropriate credential verification; and activate and configure SIM or eSIM.
• Perform in-depth diagnostics to identify and resolve device issues.
• Process returns and exchanges in accordance with company policies and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functioning, 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.
• Provide hands-on demonstrations of devices and features when supporting customer check-in.
• 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.
• 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

• Eligible employees receive a range of benefits with personalized options, expert guidance, and 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