Xfinity Mobile Retail Service Associate

Comcast • Ann Arbor, MI

3d

About The Position

The Retail Service Associate supports the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. This role is a technical and operational resource, maintaining a clean and efficient store environment while providing exceptional mobile customer support. The associate handles mobile activations, customer education, troubleshooting, and escalations, while helping with store priorities so customers leave confident and excited about Comcast products and services.

The position provides a white-glove experience activating new devices and bring-your-own-device (BYOD) customers, guides customers through tablet setup and wearable pairing, and helps customers understand devices, accessories, and add-ons. It also involves troubleshooting complex issues, supporting account security and access recovery, assisting with data transfers and password resets, configuring SIM or eSIM connectivity, processing returns and warranty claims, and fulfilling on-demand deliveries and pickup orders.

When primary mobile activities are not occurring, the associate supports customer check-in, device demonstrations, store resets, merchandising, inventory readiness, quick device swaps, and equipment returns. Employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, collaborate as a team, participate in customer feedback activities, drive operational excellence, and foster inclusion.

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

• Activate new devices and BYOD devices on the network, and guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices.
• Educate customers about device features, accessories, and add-ons, and demonstrate device capabilities.
• Troubleshoot and resolve complex device or service issues, including escalations using advanced tools.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Assist customers with transferring contacts, emails, and media.
• Perform password resets after appropriate credential verification.
• Activate and configure SIM or eSIM connectivity and perform in-depth diagnostics.
• Process returns and exchanges in accordance with 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 staging orders accurately and ensuring smooth handoffs; identify opportunities to upsell accessories or add-ons.
• Provide hands-on customer demonstrations and support customer check-in.
• Support store resets, maintain merchandising and visual standards, and inspect back-of-house inventory areas for cleanliness, security, and proper placement.
• Facilitate quick device swaps and process equipment returns efficiently and in compliance with company 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 huddles, callbacks, and feedback loops, drive operational excellence, and support a culture of inclusion.

Benefits

• Eligible employees receive a range of benefits, with options and tools intended to support physical, financial, and emotional well-being.
• 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