Xfinity Mobile Retail Service Associate

Comcast • Boulder, CO

3d • Onsite

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, helping maintain a clean, efficient store environment and providing exceptional mobile customer support. The associate handles mobile activations, customer education, troubleshooting, and escalations while supporting store operations so customers leave confident about their Comcast products and services.

The position provides customer assistance with device activations and setup, device and service troubleshooting, account access recovery, SIM or eSIM configuration, data transfers, returns, exchanges, and warranty claims. It also supports on-demand delivery and pickup fulfillment, customer demonstrations, merchandising, inventory readiness, and express transactions. When primary mobile actions are not occurring, the associate may assist with customer check-in and store operations.

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 best interests of customers, teammates, communities, and investors.

Requirements

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

Responsibilities

• Provide a high-quality experience activating new devices or bring-your-own devices on 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 customers with transferring contacts, emails, and media.
• Perform password resets after appropriate credential verification.
• Activate and configure SIM or eSIM connectivity and perform in-depth diagnostics.
• Process returns and exchanges in accordance with company policies, and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately and ensuring smooth handoffs; identify opportunities to upsell accessories or add-ons.
• Provide hands-on device and feature demonstrations during customer check-in.
• Support store resets, maintain visual merchandising and product placement standards, and inspect back-of-house areas for clean, secure, properly placed inventory.
• Facilitate quick device swaps and efficiently process equipment returns while ensuring compliance.
• Follow Comcast Operating Principles, promote digital options, collaborate, participate in huddles, callbacks, and feedback loops, and support inclusion and operational excellence.

Benefits

• Eligible employees receive a range of benefits, with personalized options and guidance to support physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission, subject to applicable plans.

What This Job Offers

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