Xfinity Mobile Retail Service Associate

Comcast • Roseville, CA

3d

About The Position

The Mobile Retail Service Associate supports the store team in providing a high-quality customer experience across mobile, operational, and transactional activities. The associate serves as a technical and operational resource, helps maintain a clean and efficient store, and assists customers with mobile activation, education, troubleshooting, and escalations. The role also supports store priorities so customers can confidently use their Comcast products and services.

Primary mobile duties include activating new devices and bring-your-own-device (BYOD) phones, helping customers set up tablets and wearable devices, explaining device features and accessories, and resolving complex device or service issues. The associate may help secure accounts, recover access, replace lost or stolen devices, transfer customer data, reset passwords after credential verification, configure SIM or eSIM connectivity, perform diagnostics, process returns and exchanges, and assist with warranty claims. The role also fulfills on-demand deliveries and BAPIS pickups, including preparing orders for handoff and identifying accessory or add-on sales opportunities.

When primary mobile tasks are not occurring, the associate may check in customers, demonstrate devices, support store resets and merchandising, inspect and organize inventory areas, facilitate quick device swaps, and process equipment returns. All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, learn and advocate for Comcast products and tools, collaborate as a team, participate in Net Promoter System activities, drive operational results, support inclusion, and act in the interests of customers, teammates, communities, and investors.

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 BYOD devices on the network and provide customers with a high-quality setup experience.
• Guide customers through tablet setup and connectivity options, and help activate and pair wearable devices.
• Educate customers about device features, accessories, and add-ons.
• Troubleshoot and resolve complex mobile device and service issues, including escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer contacts, emails, and media; reset passwords after verifying credentials; and activate or configure SIM and eSIM connectivity.
• Perform in-depth device diagnostics and assist with warranty claims and replacement processes.
• Process returns and exchanges in accordance with company policies.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill on-demand deliveries and BAPIS pickups by staging orders accurately and ensuring smooth customer handoffs.
• Identify opportunities to upsell accessories and add-ons.
• Check in customers and provide hands-on device demonstrations when primary mobile tasks are not occurring.
• Support store resets, merchandising, visual standards, product placement, and operational readiness.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and efficiently process equipment returns.
• Follow Comcast Operating Principles and promote digital options at customer touchpoints.
• Participate in Net Promoter System huddles, callbacks, and feedback loops.
• Collaborate with teammates, support inclusion, and drive results and operational excellence.

Benefits

• Eligible employees have access to a range of benefits, personalized options, expert guidance, and support tools intended 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