Xfinity Mobile Retail Service Associate

Comcast • Springfield, IL

2d • Onsite

About The Position

The Retail Service Associate supports the store team in delivering a strong 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 helping customers feel confident using their Comcast products and services.

The position also supports store operations and customer check-in when mobile-focused duties are not active, including merchandising resets, inventory-area standards, demonstrations, device swaps, and equipment returns. Employees are expected to follow Comcast Operating Principles, promote digital options, collaborate with teammates, participate in the Net Promoter System, pursue operational excellence, and support an inclusive culture.

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 to the network, providing a white-glove customer experience.
• Guide customers through tablet setup, connectivity options, and 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.
• Transfer 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 replacements in accordance with company policies.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Stage Xfinity Mobile on-demand deliveries and BAPIS pickups accurately, ensure smooth handoffs, and identify accessory or add-on sales opportunities.
• Provide hands-on device demonstrations and feature education during customer check-in.
• Support store resets, merchandising 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 process equipment returns efficiently and in compliance with policy.
• Follow Comcast Operating Principles, promote digital options, collaborate with teammates, participate in huddles, callbacks, and feedback loops, and support inclusion and operational excellence.

Benefits

• 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 terms of an applicable plan.

What This Job Offers

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