Xfinity Mobile Retail Service Associate

Comcast • San Jose, CA

3d

About The Position

The Mobile Retail Service Associate supports the store team in delivering a high-quality customer experience through mobile, operational, and transactional activities. The role serves as a technical and operational resource, helps maintain a clean and efficient store, and provides customer support for mobile products and services. Associates handle mobile activations, customer education, troubleshooting, and escalations while supporting store priorities so customers leave confident in their Comcast products and services.

The position provides device and BYOD activations, tablet and wearable setup, customer education on device features and accessories, account and access support, SIM or eSIM configuration, diagnostics, returns, exchanges, and warranty assistance. Associates also fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups, maintain store and inventory standards, and assist with demonstrations, merchandising, and quick device swaps as needed.

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 interests of customers, teammates, communities, and investors.

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

• Activate new devices and BYOD on the network, and provide customers with a white-glove activation experience.
• Guide customers through tablet setup and connectivity options and support wearable device activation and pairing.
• Educate customers about accessories and add-ons and demonstrate device features and capabilities.
• Troubleshoot and resolve complex device or service issues, including performing in-depth diagnostics.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer customer contacts, emails, and media; reset passwords after verifying credentials; and activate and configure SIM or eSIM connectivity.
• Process returns and exchanges in compliance with company policies and assist with warranty claims and replacement processes.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, handing them off smoothly, and identifying opportunities to upsell accessories or add-ons.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Provide device and feature demonstrations during customer check-in when primary mobile actions are not occurring or when assigned to the red floor.
• Support store resets, maintain visual merchandising and product placement standards, and inspect back-of-house inventory for cleanliness, security, and proper placement.
• 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

• Eligible employees have access to Comcast benefits; details are available in the compensation and benefits summary on the company's careers site.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission under the applicable plan.

What This Job Offers

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