Xfinity Mobile Retail Service Associate

Comcast • Union City, CA

3d • Onsite

About The Position

The Mobile Retail Service Associate (Mobile RSA) 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. RSAs handle mobile activation, customer education, troubleshooting, and escalations, and assist with operational priorities so customers leave confident about their Comcast products and services.

The position also supports customer check-in, store merchandising and resets, inventory readiness, and express transactions when primary mobile tasks are not occurring or when assigned to the red floor. Employees are expected to follow Comcast Operating Principles, take ownership of the customer experience, promote digital options, collaborate with teammates, participate in the Net Promoter System, drive operational excellence, and foster inclusion.

Requirements

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

Responsibilities

• Provide a white-glove experience activating new devices or bringing customers’ own devices to the network.
• Guide customers through tablet setup and connectivity options, and support activation and pairing of wearable devices.
• Educate customers about accessories and add-ons, demonstrate device features, and serve as a knowledgeable technology resource.
• Troubleshoot and resolve complex device or service issues, including account security, lost or stolen devices, and access recovery.
• Use advanced tools to manage mobile escalations.
• Assist with transferring contacts, email, and media; perform verified password resets; and activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics and process returns, exchanges, warranty claims, and replacement requests 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 accurately staging orders, ensuring smooth handoffs, and identifying opportunities to upsell accessories or add-ons.
• Provide hands-on demonstrations of devices and features during customer check-in.
• Support store resets, maintain visual merchandising and product placement standards, and inspect back-of-house areas for clean, secure, and properly placed inventory.
• Facilitate quick device swaps and process equipment returns efficiently and compliantly.
• Follow Comcast Operating Principles, promote digital options, learn and advocate for Comcast products and tools, collaborate with teammates, and participate in huddles, callbacks, and feedback loops.
• Drive results and operational excellence, support a culture of inclusion, and do what is right for customers, teammates, communities, and investors.

Benefits

• Eligible employees receive a range of benefits intended to support physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission 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