Xfinity Mobile Retail Service Associate

Comcast • Olympia, WA

2d

About The Position

The Retail Service Associate supports the store team in delivering a high-quality customer experience across mobile, operational, and transactional activities. The role serves as a technical and operational resource, helping maintain a clean, efficient store and providing exceptional mobile support. Associates handle mobile activations, customer education, troubleshooting, and escalations while assisting with store priorities so customers leave confident about their Comcast products and services.

The position provides device activations and setup assistance, helps customers understand device features and accessories, resolves service and device issues, and supports account access and recovery. It also includes device diagnostics, SIM or eSIM configuration, returns and exchanges, warranty processes, and fulfillment of mobile deliveries and pickups. When primary mobile activities are not occurring, the associate supports customer demonstrations, merchandising and store resets, inventory readiness, and express transactions.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Communication, critical thinking, and problem-solving skills.
• Customer focus, professional integrity, resilience, and self-motivation.
• Teamwork, technical knowledge, and workplace organization.

Responsibilities

• Activate new devices and bring-your-own devices onto 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; demonstrate devices and technology.
• Troubleshoot and resolve complex device or service issues, including escalations.
• Assist customers with account security, lost or stolen devices, and account access recovery.
• Transfer 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.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately and ensuring smooth handoffs; identify opportunities to offer accessories or add-ons.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Demonstrate devices and features to customers when primary mobile activities are not occurring or when assigned to the Red Floor.
• Support store resets, maintain visual merchandising and product placement standards, and help ensure back-of-house inventory is clean, secure, and properly placed.
• 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 with teammates and participate in huddles, callbacks, and feedback loops.
• Drive results and operational excellence while supporting a culture of inclusion and doing what is right for customers, teammates, communities, and investors.

Benefits

• Eligible employees may receive benefits, with options and tools intended to support physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission, subject to applicable plan terms.

What This Job Offers

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