Xfinity Mobile Retail Service Associate

Comcast • Brentwood, CA

3d

About The Position

The Mobile Retail Service Associate supports the store team in delivering a high-quality customer experience across mobile, operational, and transactional activities. The associate 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 resolving issues, handling escalations, and supporting store operations so customers feel confident using Comcast products and services.

The role also supports on-demand deliveries and BAPIS pickups, including accurately staging orders and handing them off to customers, while identifying opportunities to offer accessories or add-ons. When primary mobile activities are not taking place, or when assigned to the customer check-in area, the associate demonstrates devices, supports merchandising and store resets, checks inventory areas, and assists with quick device swaps and equipment returns.

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 best interests of customers, teammates, communities, and investors.

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

• Provide a high-quality experience activating new devices and bringing customers’ own devices to the network.
• Guide customers through tablet setup and connectivity options, and support wearable device activation and pairing.
• Educate customers about device features, accessories, and add-ons; demonstrate basic device capabilities and help build customer confidence.
• Troubleshoot and resolve complex device or service issues, using advanced tools to manage escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer customer contacts, emails, and media; perform password resets after verifying credentials; and activate and configure SIM or eSIM connectivity.
• Perform in-depth device diagnostics and process returns, exchanges, warranty claims, and replacements in accordance with company policies.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately and ensuring smooth handoffs; identify opportunities to upsell accessories or add-ons.
• Provide hands-on device demonstrations during customer check-in when needed.
• Support store resets, merchandising readiness, 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, promote digital options, and advocate for Comcast products, services, and digital tools.
• Collaborate with teammates, participate in Net Promoter System huddles, callbacks, and feedback loops, and support inclusion and operational excellence.

Benefits

• Comcast states that eligible employees receive benefits and directs applicants to its careers-site compensation and benefits summary for details.
• Most non-sales positions are eligible for a bonus, subject to the applicable plan.

What This Job Offers

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