Xfinity Mobile Retail Service Associate

Comcast Resume•Olympia, WA

7d•Onsite

About The Position

The Retail Service Associate supports the store team in delivering a high-quality 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 customer support for mobile products and services. Responsibilities include mobile activation, customer education, troubleshooting, escalations, and assisting with store operations so customers leave confident in their Comcast products and services. The associate activates and configures devices, including BYOD, SIM and eSIM, tablets, and wearables; demonstrates device features; helps customers transfer data and recover account access; troubleshoots complex issues; and processes returns, exchanges, warranty claims, and replacements in accordance with company policies. The role also fulfills on-demand deliveries and BAPIS pickups, stages orders, and identifies opportunities to recommend accessories and add-ons. When primary mobile duties are not occurring or the associate is on the sales floor, they support customer check-in, demonstrations, store resets, merchandising, inventory organization, device swaps, and equipment returns. All employees are expected to follow Comcast Operating Principles, promote digital options, collaborate with teammates, participate in Net Promoter System activities, drive operational excellence, and support an inclusive culture.

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

Provide a high-quality experience when activating new devices or bringing customers' own devices onto the network.
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 escalations.
Help customers secure accounts, replace lost or stolen devices, and recover account access.
Transfer customers' contacts, emails, and media; perform verified password resets; and activate and configure SIM or eSIM connectivity.
Perform in-depth diagnostics and process returns, exchanges, warranty claims, and replacement requests in accordance 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 and ensuring smooth handoffs; identify opportunities to recommend accessories or add-ons.
Provide customer check-in support and hands-on demonstrations when primary mobile duties are not occurring or when assigned to the sales floor.
Support store resets, maintain visual merchandising standards and product placement, and inspect back-of-house areas for clean, secure, properly placed inventory.
Facilitate quick device swaps and process equipment returns efficiently and in compliance with policies.
Follow Comcast Operating Principles, promote digital options, learn and advocate for Comcast products and tools, collaborate with teammates, and participate in huddles, callbacks, and feedback loops.
Drive results and operational excellence and foster an inclusive culture.