Xfinity Mobile Retail Service Associate

Comcast • Everett, WA

2d

About The Position

The full-time Retail Service Associate supports the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. The role acts as a technical and operational resource, helping maintain a clean and efficient store while providing exceptional mobile customer support. The associate handles activations, customer education, troubleshooting, and escalations, and helps ensure customers leave confident and excited about Comcast products and services.

The position also supports store operations, including inventory accuracy, merchandising, back-of-house organization, express transactions, and on-demand delivery and pickup fulfillment. Work is generally straightforward and follows established procedures. The role requires open availability for a variable schedule, including days, evenings, weekends, and holidays.

Requirements

• High school diploma or equivalent.
• Ability to work a full-time variable schedule, including days, evenings, weekends, and holidays; open availability is required.
• Regular, consistent, and punctual attendance.
• Ability to carry and/or lift boxes weighing up to 25 pounds and to stand and move about the store constantly.

Responsibilities

• Provide a white-glove experience activating new devices and bringing customers’ own devices onto 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 resource on technology.
• Troubleshoot and resolve complex device or service issues, including escalations; help customers secure accounts, replace lost or stolen devices, and recover account access.
• Assist customers with transferring contacts, emails, and media; perform password resets after credential verification; and activate and configure SIM or eSIM connectivity.
• Perform diagnostics, process returns and exchanges in accordance with company policies, and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functional, 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.
• Support customer check-in and provide hands-on demonstrations of devices and features.
• Support store resets, maintain visual standards and product placement, and inspect the back-of-house area to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and process equipment returns efficiently and in compliance with requirements.
• Follow Comcast Operating Principles, own the customer experience, promote digital options, and advocate for Comcast products, services, and tools.
• Collaborate with the team, participate in Net Promoter System huddles, callbacks, and feedback loops, and support operational excellence and an inclusive culture.

Benefits

• Eligible employees receive a range of benefits intended to support physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus.

What This Job Offers

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