Xfinity Mobile Retail Service Associate

Comcast Resume•Panama City, FL

About The Position

The Xfinity Mobile Retail Service Associate supports the store team in delivering a best-in-class customer experience. The role focuses on mobile device activations, customer education, troubleshooting, and service support, while maintaining accurate inventory and clean, organized store spaces. The associate performs straightforward tasks using established procedures and provides support to customers and teammates while continually striving to improve. Primary mobile responsibilities include activating new devices and BYOD devices, guiding customers through tablet setup and wearable pairing, demonstrating device features, and explaining accessories and add-ons. The associate also troubleshoots complex device or service issues, helps customers secure accounts and recover access, transfers customer data, resets passwords with credential verification, configures SIM or eSIM connectivity, conducts diagnostics, and processes returns, exchanges, and warranty claims according to company policies. The role also fulfills Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, completing handoffs, and identifying opportunities to offer accessories or add-ons. When primary mobile tasks are not occurring or the associate is on the Red Floor, responsibilities may include customer check-in, device demonstrations, store resets, merchandising, inventory-area inspections, 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 skills.
Critical thinking and problem-solving skills.
Customer-focused approach.
Professional integrity.
Resilience and self-motivation.
Teamwork skills.
Technical knowledge.
Workplace organization.

Responsibilities

Activate new devices and BYOD devices and provide customers with a white-glove activation experience.
Guide customers through tablet setup and connectivity options, and help activate and pair 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, assist with account security and access recovery, and use advanced tools to manage escalations.
Assist customers with transferring contacts, emails, and media; reset passwords after appropriate credential verification; and activate and configure SIM or eSIM connectivity.
Perform in-depth device diagnostics and process returns, exchanges, warranty claims, and replacements in compliance with company policies.
Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders, ensuring smooth handoffs, and identifying upsell opportunities.
Check in customers and provide hands-on demonstrations of devices and features when primary mobile actions are not occurring or when on the Red Floor.
Support store resets, maintain visual merchandising and product placement, and inspect back-of-house areas for cleanliness, security, and proper inventory 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 contribute to operational excellence and an inclusive culture.