Xfinity Mobile Retail Service Associate

Comcast • Indianapolis, IN

3d

About The Position

The full-time Retail Service Associate is a customer service position that 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, helping maintain a clean and efficient store environment while providing exceptional mobile customer support. Responsibilities include mobile activation, customer education, troubleshooting, and escalations, along with operational support to help customers leave confident about their Comcast products and services.

When primary mobile activities are not occurring, or when assigned to the Red Floor, the associate supports customer demonstrations, store operations, merchandising, inventory readiness, and express transactions. The role also follows Comcast operating principles, promotes digital options, collaborates with teammates, participates in customer feedback activities, and supports a culture of inclusion and operational excellence.

Requirements

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

Responsibilities

• Activate new devices and bring-your-own-device phones onto the network, and guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices and demonstrate device features and capabilities.
• Educate customers about accessories and add-ons that enhance their experience.
• Troubleshoot and resolve complex device or service issues, including account security, lost or stolen devices, and account access recovery.
• Use advanced tools to manage mobile escalations.
• Assist customers with transferring contacts, emails, and media; reset passwords after appropriate credential verification; and activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics and process returns, exchanges, warranty claims, and replacements in accordance with company policies.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Stage and fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups, ensure smooth handoffs, and identify accessory or add-on upsell opportunities.
• Provide hands-on customer demonstrations when primary mobile actions are not occurring or when on the Red Floor.
• Support store resets, merchandising, visual standards, and product placement.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and process equipment returns efficiently and in compliance with policies.
• Follow Comcast Operating Principles, own the customer experience, and promote digital options at every touchpoint.
• Learn and advocate for Comcast products, services, and digital tools; collaborate with teammates and participate in Net Promoter System huddles, callbacks, and feedback loops.
• Drive results and operational excellence and foster an inclusive culture.

Benefits

• Comcast offers benefits to eligible employees, with details available in the compensation and benefits summary on the careers site.
• 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