Xfinity Mobile Retail Service Associate

Comcast • Oak Brook, 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, maintaining an efficient store environment and providing customer support for mobile products and services. Responsibilities include mobile activation, customer education, troubleshooting, and escalations, as well as assisting with store operations so customers leave confident about their Comcast products and services.

The associate activates and configures devices, including BYOD, SIM and eSIM, tablets, and wearables; demonstrates device features; transfers customer data; assists with account access and password recovery; and resolves device or service issues. The role also handles returns, exchanges, warranty claims, and replacement processes; fulfills on-demand deliveries and BAPIS pickups; and identifies opportunities to offer accessories or add-ons.

When primary mobile activities are not taking place, the associate may demonstrate devices, support store resets and merchandising, inspect inventory areas, and facilitate express transactions. All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, collaborate with teammates, participate in the Net Promoter System, support inclusion, and drive operational excellence.

Requirements

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

Responsibilities

• Activate new devices and BYOD devices on 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, and demonstrate device features and capabilities.
• Troubleshoot and resolve complex device or service issues, using advanced tools to manage escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer contacts, email, and media; perform password resets after appropriate credential verification; and activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics and process returns, exchanges, warranty claims, and device replacements in accordance with company policies.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Stage and fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups, ensure smooth handoffs, and identify opportunities to offer accessories or add-ons.
• Provide hands-on device demonstrations when primary mobile activities are not occurring or during customer check-in.
• Support store resets, merchandising, visual standards, and operational readiness.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate express device swaps and process equipment returns efficiently and compliantly.
• 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 foster a culture of inclusion.

Benefits

• Comcast provides benefits to eligible employees; details are available in the compensation and benefits summary on the company careers site.
• Most non-sales positions are eligible for a bonus under the applicable plan.

What This Job Offers

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