Xfinity Mobile Retail Service Associate

Comcast • Salinas, CA

3d

About The Position

The Mobile Retail Service Associate supports the store team in delivering a strong customer experience across mobile, operational, and transactional activities. The role serves as a technical and operational resource, helps maintain a clean and efficient store, and provides mobile customer support. Responsibilities include activating and configuring devices, educating customers, troubleshooting and escalating complex issues, supporting store operations, and ensuring customers feel confident using Comcast products and services.

The associate provides customer support for device setup, connectivity, account access, data transfers, diagnostics, returns, exchanges, warranty claims, and replacements. The role also fulfills Xfinity Mobile on-demand deliveries and BAPIS pickups, stages orders for handoff, and identifies opportunities to offer relevant accessories or add-ons. When primary mobile activities are not occurring, the associate may check in customers, demonstrate devices, support merchandising and store resets, inspect inventory areas, and facilitate express transactions.

All employees are expected to follow Comcast Operating Principles; own the customer experience and promote digital options; learn and advocate for Comcast products, services, and digital tools; collaborate as a team; participate in the Net Promoter System; drive results and operational excellence; support inclusion; and act in the interests of customers, teammates, communities, and investors. The job description is not a comprehensive list of all duties or qualifications.

Requirements

• High school diploma or GED required.
• 0–2 years of relevant work experience.
• Skills listed: communication, critical thinking, problem solving, customer focus, professional integrity, resilience, self-motivation, teamwork, technical knowledge, and workplace organization.

Responsibilities

• Provide a white-glove experience activating new devices and bringing customers’ own devices onto the network.
• Guide customers through tablet setup and connectivity options.
• Activate and pair wearable devices.
• Educate customers about accessories and add-ons, and identify relevant opportunities to increase sales.
• Demonstrate device features and capabilities and serve as a knowledgeable technology resource.
• Troubleshoot and resolve complex device or service issues, using advanced tools for escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer contacts, email, and media for customers.
• Perform password resets after appropriate credential verification.
• Activate and configure SIM and eSIM connectivity.
• Perform in-depth device diagnostics to identify and resolve issues.
• Process returns and exchanges in accordance with company policies; assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders and ensuring smooth handoffs.
• When primary activities are not occurring, check in customers and provide hands-on device demonstrations.
• Support store resets, maintain visual merchandising standards and product placement, and inspect back-of-house inventory for cleanliness, security, and proper placement.
• Facilitate quick device swaps and efficiently process equipment returns in compliance with requirements.
• Follow Comcast Operating Principles, promote digital options, and advocate for Comcast products, services, and digital tools.
• Collaborate with teammates, participate in huddles, callbacks, and feedback loops for the Net Promoter System, and drive operational excellence.
• Foster inclusion and act in the interests of customers, teammates, communities, and investors.

Benefits

• Comcast provides benefits to eligible employees; details are available in the compensation and benefits summary on the careers site.
• 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