Xfinity Mobile Retail Service Associate

Comcast • Denver, CO

2d

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, helps maintain a clean and efficient store environment, and provides customer support for mobile services. Associates handle mobile activations, education, troubleshooting, and escalations while assisting with operational priorities so customers leave confident in their Comcast products and services.

The position provides hands-on support with device and BYOD activations, tablet and wearable setup, SIM or eSIM configuration, device diagnostics, account access recovery, and customer education. It also supports order pickups and deliveries, returns and exchanges, warranty processes, store merchandising, inventory organization, and quick device transactions. When mobile-focused work is not occurring, the associate assists with customer demonstrations and store operations.

All employees are expected to follow Comcast Operating Principles, take ownership of 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 excellence, support inclusion, and act in the interests of customers, teammates, communities, and investors. The description is not a comprehensive list of all duties or qualifications.

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 bring-your-own devices to the network while 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 or service issues, including account security, lost or stolen devices, and access recovery.
• Use advanced tools to manage mobile escalations.
• Help customers transfer contacts, emails, and media, and complete password resets after verifying credentials.
• 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, functional, and accessible.
• Stage and fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups, ensure accurate handoffs, and identify opportunities to offer accessories or add-ons.
• Demonstrate devices and features to customers when primary mobile activities are not occurring.
• Support store resets, maintain visual merchandising standards and product placement, and ensure back-of-house inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and process equipment returns efficiently and in compliance with requirements.
• Follow Comcast Operating Principles, own the customer experience, promote digital options, and advocate for Comcast products, services, and digital tools.
• Collaborate with teammates, participate in huddles, callbacks, and feedback loops, drive operational excellence, support inclusion, and act in the interests of customers, teammates, communities, and investors.

Benefits

• Eligible employees have access to a range of benefits and support options, with personalized guidance and tools for physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions may be eligible for commission under an applicable plan.

What This Job Offers

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