Xfinity Mobile Retail Service Associate

Comcast • San Mateo, CA

2d

About The Position

The Mobile Retail Service Associate supports the store team in providing a best-in-class customer experience across mobile, operational, and transactional activities. The associate serves as a technical and operational resource, helps maintain a clean and efficient store, and provides customer support for mobile products and services. Responsibilities include mobile activations, customer education, troubleshooting and escalations, as well as supporting store operations and helping customers leave confident about their Comcast products and services.

When primary mobile-support activities are not occurring, or when assigned to the Red Floor, the associate may check in customers, demonstrate devices, support merchandising and store resets, inspect inventory areas, and assist with express transactions. The role also includes fulfilling Xfinity Mobile on-demand deliveries and BAPIS pickups, staging orders, and identifying accessory or add-on sales opportunities.

Requirements

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

Responsibilities

• Activate new devices and bring-your-own devices to the network, and guide customers through tablet setup, connectivity, and wearable-device pairing.
• Educate customers about device features, accessories, and add-ons, and demonstrate technology to build customer confidence.
• Troubleshoot and resolve complex device or service issues, use advanced tools for escalations, and help customers secure accounts or recover access after a device is lost or stolen.
• Assist with transferring contacts, emails, and media; reset passwords after credential verification; 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 replacement processes.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders, handing them off smoothly, and identifying opportunities to upsell accessories or add-ons.
• When primary mobile actions are not occurring or when assigned to the Red Floor, check in customers and provide hands-on device demonstrations.
• Support store resets, maintain merchandising and visual standards, and inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and efficiently process equipment returns while ensuring compliance.
• Follow Comcast Operating Principles; own the customer experience; promote digital options; learn and advocate for Comcast products, services, and tools; collaborate with the team; participate in Net Promoter System activities; drive operational excellence; support inclusion; and act in the interests of customers, teammates, communities, and investors.

Benefits

• Comcast offers benefits to eligible employees; details are available in the compensation and benefits summary on the careers site.
• Most non-sales positions are eligible for a bonus under the applicable plan.

What This Job Offers

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