Xfinity Mobile Retail Service Associate

Comcast • Albuquerque, NM

2d

About The Position

The Mobile 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 services. Associates handle mobile activations, education, troubleshooting, and escalations while assisting with operational priorities so customers leave confident about their Comcast products and services.

The position includes activating new devices and bring-your-own devices, guiding customers through setup and connectivity, supporting wearable-device pairing, and educating customers about accessories and add-ons. Associates also troubleshoot complex issues, help secure accounts and recover access, transfer customer data, configure SIM or eSIM connectivity, process returns and exchanges, and assist with warranty claims and replacements. They fulfill mobile on-demand deliveries and BAPIS pickups, stage orders, and identify appropriate upsell opportunities.

When primary mobile tasks are not occurring, associates may support customer check-in, device demonstrations, store resets, merchandising, inventory organization, and express transactions such as device swaps and equipment returns. All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, collaborate, participate in the Net Promoter System, drive operational excellence, support inclusion, and act in the interests of customers, teammates, communities, and investors.

Requirements

• High School Diploma or GED.
• 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 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 device features, accessories, and add-ons.
• Troubleshoot and resolve complex device and service issues, including escalations, using advanced tools.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Assist customers with transferring contacts, emails, and media; perform password resets after appropriate credential verification.
• Activate and configure SIM or eSIM connectivity and perform in-depth device diagnostics.
• Process returns and exchanges in accordance with company policies and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, accessible, and functioning.
• 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 during delivery and pickup interactions.
• Provide customer check-in support and hands-on demonstrations of devices and features when primary actions are not occurring.
• Support store resets, merchandising, visual standards, and operational readiness.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and process equipment returns efficiently and compliantly.
• Follow Comcast Operating Principles, promote digital options, collaborate, participate in Net Promoter System activities, drive operational excellence, and support an inclusive culture.

Benefits

• Eligible employees receive Comcast benefits; details are provided in the compensation and benefits summary on the careers site.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission, according to the applicable plan.

What This Job Offers

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