Xfinity Mobile Retail Service Associate

Comcast • Sacramento, CA

2d

About The Position

The Mobile 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, helps maintain a clean and efficient store environment, and provides mobile customer support. The associate handles mobile activations, education, troubleshooting, and escalations while assisting with operational priorities so customers leave confident about their Comcast products and services.

The position includes activating new devices and bring-your-own devices, helping customers set up tablets and wearables, explaining device features and accessories, resolving complex device or service issues, and assisting with account access and device replacement. The associate also supports contact and media transfers, password resets, SIM/eSIM configuration, diagnostics, returns, exchanges, warranty claims, and on-demand delivery and pickup orders.

When primary mobile activities are not occurring, the associate may demonstrate devices, support store resets and merchandising, inspect back-of-house inventory, and assist with quick device swaps and equipment returns. All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, collaborate, participate in customer feedback activities, drive operational excellence, and support an inclusive culture.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Communication, critical thinking, problem-solving, customer-focused service, professional integrity, resilience, self-motivation, teamwork, technical knowledge, and workplace organization skills.

Responsibilities

• Activate new devices and bring-your-own devices on the network while providing a high-quality customer 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, including account security, lost or stolen devices, and access recovery.
• Assist with transferring contacts, email, and media; perform verified password resets; and activate or configure SIM and eSIM connectivity.
• Perform in-depth diagnostics and process returns, exchanges, warranty claims, and replacement requests according to company policies.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, completing handoffs, and identifying upsell opportunities.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• When primary mobile actions are not occurring, provide customer check-in and hands-on device demonstrations.
• Support store resets, maintain merchandising and visual standards, and inspect back-of-house areas for clean, secure, properly placed inventory.
• Facilitate quick device swaps and process equipment returns efficiently and compliantly.
• Follow Comcast Operating Principles, own the customer experience, and promote digital options.
• Learn and advocate for Comcast products, services, and digital tools; collaborate with teammates and participate in huddles, callbacks, and feedback loops.
• Drive results and operational excellence and foster an inclusive culture.

Benefits

• Comcast offers benefits to eligible employees, with options and tools intended to support employees physically, financially, and emotionally.
• Most non-sales positions are eligible for a bonus; most sales positions may be eligible for commission under an applicable plan.

What This Job Offers

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