Xfinity Mobile Retail Service Associate

Comcast • Wheaton, IL

2d • $17

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 mobile products and services. Associates handle mobile activation, education, troubleshooting, and escalations while assisting with store priorities so customers leave confident using their Comcast products and services.

The role also supports customers with device setup and connectivity, account access and security, data transfers, SIM or eSIM configuration, diagnostics, returns, exchanges, and warranty processes. When not handling primary mobile activities, the associate assists with customer demonstrations, merchandising and store readiness, inventory standards, and express transactions.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Skills include communication, critical thinking, problem solving, customer focus, professional integrity, resilience, 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 and connectivity options.
• Support activation and pairing of wearable devices.
• Educate customers about accessories and add-ons, demonstrate device features, and serve as a knowledgeable resource on technology.
• Troubleshoot and resolve complex device or service issues, including account security, lost or stolen devices, and access recovery; use advanced tools to manage escalations.
• Help customers transfer contacts, emails, and media; perform password resets after credential verification; and activate and configure SIM or eSIM connectivity.
• 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 by accurately staging orders, completing handoffs, and identifying accessory or add-on sales opportunities.
• Provide hands-on device and feature demonstrations during customer check-in.
• Support store resets, merchandising, visual standards, product placement, and operational readiness; 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 as a team; participate in Net Promoter System huddles, callbacks, and feedback loops; drive operational excellence; support inclusion; and act in the interests of customers, teammates, communities, and investors.

Benefits

• Comcast provides benefits to eligible employees; details are available in the compensation and benefits summary on the careers site.
• Base pay is $17.05. 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