Xfinity Mobile Retail Service Associate

Comcast Resume • Katy, TX

6d

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. The role serves as a technical and operational resource, maintaining a clean and efficient store environment and providing customer support for mobile products and services. Associates handle mobile activations, customer education, troubleshooting, and escalations while assisting with operational priorities so customers leave confident in their Comcast products and services.

The position focuses primarily on mobile activations and education, mobile escalations and support, and fulfilling on-demand deliveries and BAPIS pickups. When primary mobile activities are not occurring or the store is on the Red Floor, the associate supports customer check-in, store operations, merchandising, inventory readiness, and express transactions.

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 as a team, participate in the Net Promoter System, drive operational excellence, 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 skills.
• Critical thinking and problem-solving skills.
• Customer-focused approach.
• Professional integrity.
• Resilience and self-motivation.
• Teamwork skills.
• Technical knowledge.
• Workplace organization skills.

Responsibilities

• Provide a high-quality experience activating new devices or BYOD devices on the network.
• Guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices.
• Educate customers about accessories and add-ons that can enhance their experience.
• Demonstrate device features and capabilities and serve as a technology resource.
• Troubleshoot and resolve complex device or service issues.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Use advanced tools to manage escalations.
• Assist with transferring contacts, email, and media.
• Perform password resets after appropriate credential verification.
• Activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics to identify and resolve issues.
• Process returns and exchanges in accordance with company policies.
• 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 accurately staging orders and ensuring smooth handoffs.
• Identify opportunities to upsell accessories or add-ons during order handoffs.
• Provide hands-on demonstrations of devices and features during customer check-in.
• Support store resets and operational readiness.
• Maintain 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 and promote digital options at customer touchpoints.
• Participate in huddles, callbacks, and feedback loops as part of the Net Promoter System.
• Collaborate with teammates, support inclusion, and drive operational excellence.

Benefits

• Comcast offers benefits to eligible employees, with options and support intended to address physical, financial, and emotional well-being. Specific benefit offerings are available in the company’s compensation and benefits summary.

What This Job Offers

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