Xfinity Mobile Retail Service Associate

Comcast • Chico, CA

3d

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. This role serves as a technical and operational resource, helps maintain a clean and efficient store environment, and provides exceptional mobile customer support. The associate handles mobile activations, customer education, troubleshooting, and escalations while assisting with store priorities so customers leave confident about their Comcast products and services.

The role includes activating devices and BYOD, helping customers set up tablets and wearables, demonstrating device features, transferring customer data, configuring SIM or eSIM connectivity, performing diagnostics, resolving complex issues, processing returns and exchanges, and helping with warranty claims. The associate also fulfills mobile deliveries and pickup orders, stages orders for handoff, and identifies opportunities to offer accessories or add-ons. When primary mobile activities are not occurring, the associate may support customer check-in, demonstrations, merchandising, store resets, inventory readiness, device swaps, and 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 the Net Promoter System, drive operational excellence, foster inclusion, and act in the interests of customers, teammates, communities, and investors.

Requirements

• High school diploma or GED required.
• 0–2 years of relevant work experience.
• Communication skills.
• Critical thinking and problem-solving skills.
• Customer-focused approach.
• Professional integrity.
• Resilience and self-motivation.
• Teamwork and technical knowledge.
• Workplace organization.

Responsibilities

• Activate new devices and bring-your-own devices to the network, providing a high-quality customer experience.
• Guide customers through tablet setup, connectivity options, and wearable device activation and pairing.
• Educate customers about accessories and add-ons, demonstrate device features, and support customer confidence with technology.
• Troubleshoot complex device and service issues, perform diagnostics, and manage escalations using advanced tools.
• Help customers secure accounts, replace lost or stolen devices, recover account access, and complete password resets with credential verification.
• Transfer contacts, emails, and media; activate and configure SIM or eSIM connectivity.
• 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, stage orders accurately, complete handoffs, and identify upsell opportunities.
• When primary activities are not occurring or during red-floor check-in, demonstrate devices and features to customers.
• 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 process equipment returns efficiently and compliantly.
• Follow Comcast Operating Principles, promote digital options, collaborate with teammates, participate in the Net Promoter System, drive operational excellence, and support an inclusive culture.

Benefits

• Eligible employees have access to Comcast benefits, described as supporting physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus, subject to the applicable plan.

What This Job Offers

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