Xfinity Mobile Retail Service Associate

Comcast•Champaign, IL

About The Position

The Retail Service Associate supports the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. This 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. The associate handles mobile activation, customer education, troubleshooting, and escalations while assisting with store priorities so customers leave confident in their Comcast products and services. The role includes activating new devices and bring-your-own-device connections, guiding customers through tablet and wearable setup, explaining device features and accessories, resolving complex device or service issues, and assisting with account security and recovery. The associate also supports data transfers, password resets, SIM and eSIM configuration, diagnostics, returns, exchanges, warranty claims, and device replacements. They fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups, stage orders, and may identify opportunities to upsell accessories or add-ons. When primary mobile activities are not occurring, or when assigned to the Red Floor, the associate provides device demonstrations, supports store resets and merchandising, checks back-of-house inventory conditions, and facilitates express transactions such as device swaps and equipment returns. 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, participate in Net Promoter System activities, drive operational results, support inclusion, and act in the best interests of customers, teammates, communities, and investors.

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

Activate new devices and bring-your-own-device connections, providing customers with a white-glove experience.
Guide customers through tablet setup and connectivity options and help activate and pair wearable devices.
Educate customers about device features, accessories, and add-ons.
Troubleshoot and resolve complex device or service issues, including escalations using advanced tools.
Help customers secure accounts, replace lost or stolen devices, and recover account access.
Assist with transferring contacts, email, and media; perform password resets after appropriate credential verification.
Activate and configure SIM and eSIM connectivity and perform in-depth device 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 accurately staging orders and ensuring smooth handoffs.
Identify opportunities to upsell accessories or add-ons.
Provide hands-on demonstrations of devices and features when primary mobile actions are not occurring or when assigned to the Red Floor.
Support store resets, merchandising, visual standards, and operational readiness.
Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
Facilitate quick device swaps and efficiently process compliant equipment returns.
Follow Comcast Operating Principles, own the customer experience, promote digital options, and advocate for Comcast products, services, and tools.
Collaborate with teammates, participate in huddles, callbacks, and feedback loops, and support operational excellence and an inclusive culture.