Xfinity Mobile Retail Service Associate

Comcast • San Jose, FL

3d

About The Position

The Retail Service Associate supports the store team in delivering a strong customer experience across mobile, operational, and transactional activities. The role acts as a technical and operational resource, helps maintain a clean and efficient store, and provides customer support for Xfinity Mobile. Responsibilities include activating and configuring devices, educating customers, troubleshooting and resolving escalated issues, assisting with transactions and deliveries, and supporting store operations so customers can use their Comcast products and services confidently.

Requirements

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

Responsibilities

• Activate new devices and bring customers’ own devices (BYOD) onto the network; guide tablet setup and connectivity and support wearable activation and pairing.
• Educate customers about device features, accessories, and add-ons, and demonstrate devices to build customer confidence.
• Troubleshoot and resolve complex device or service issues, including account security, lost or stolen devices, and access recovery; use advanced tools to manage escalations.
• Help customers transfer contacts, emails, and media; perform password resets after credential verification; activate and configure SIM or eSIM; and conduct in-depth diagnostics.
• Process returns and exchanges according to company policies and assist with warranty claims and replacement processes.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders and providing a smooth handoff; identify opportunities to upsell accessories and add-ons.
• When primary actions are not occurring or on the Red Floor, check in customers, provide hands-on device demonstrations, support store resets, maintain merchandising and visual standards, and inspect back-of-house inventory areas.
• Facilitate quick device swaps and process equipment returns efficiently and in compliance with requirements.
• 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; 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 may receive Comcast benefits; the specific benefits are described in the compensation and benefits summary on Comcast’s 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