Xfinity Mobile Retail Service Associate

Comcast Resume • San Rafael, CA

11d

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

Mobile-focused work includes activating new devices and bring-your-own devices, guiding customers through tablet setup and connectivity, activating and pairing wearable devices, demonstrating device features, and explaining accessories and add-ons. The associate troubleshoots complex device and service issues; helps customers secure accounts, replace lost or stolen devices, and recover account access; and supports data transfers, password resets, SIM/eSIM configuration, diagnostics, returns, exchanges, and warranty claims. The position also fulfills on-demand deliveries and BAPIS pickups, stages orders, and identifies accessory or add-on sales opportunities.

When primary mobile work is not occurring or while on the sales floor, the associate may check in customers, demonstrate devices, support store resets and merchandising, maintain visual standards, inspect and organize inventory, facilitate quick device swaps, and process 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, participate in Net Promoter System activities, drive operational results, support inclusion, and act in the interests of customers, teammates, communities, and investors.

Requirements

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

Responsibilities

• Activate new devices and bring-your-own devices and provide customers with guidance during activation.
• 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 escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer contacts, emails, and media; perform verified password resets; and activate or configure SIM/eSIM connectivity.
• Perform diagnostics and process returns, exchanges, warranty claims, and replacement requests according to company policies.
• Fulfill on-demand mobile deliveries and BAPIS pickups, accurately stage orders, and ensure smooth handoffs.
• Maintain clean, functioning, and accessible devices, counters, accessories, and walkways.
• Provide customer check-in and hands-on device demonstrations when primary actions are not occurring or while on the sales floor.
• Support store resets, merchandising, visual standards, and operational readiness.
• Inspect back-of-house areas and ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and efficiently process equipment returns in compliance with policies.
• Follow Comcast Operating Principles, promote digital options, participate in Net Promoter System activities, collaborate with teammates, support inclusion, and drive operational excellence.

Benefits

• Comcast describes a range of benefits for eligible employees, with personalized support intended to address physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission, subject to the applicable plan.

What This Job Offers

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