Xfinity Mobile Retail Service Associate

Comcast • Lakewood, CO

3d

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. This role serves as a technical and operational resource, helping maintain a clean and efficient store environment while providing exceptional mobile customer support. The associate handles mobile activations, customer education, troubleshooting, and escalations, and assists with store priorities so customers leave confident about their Comcast products and services.

The role also supports customer demonstrations, store merchandising and readiness, inventory standards, express transactions, and on-demand delivery and pickup fulfillment. Employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, learn and advocate for Comcast products and tools, collaborate with teammates, participate in customer feedback processes, and support inclusion and operational excellence.

Requirements

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

Responsibilities

• Activate new devices and bring-your-own devices on the network, and guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices.
• Educate customers about device features, accessories, and add-ons, and demonstrate basic device capabilities.
• Troubleshoot and resolve complex device or service issues, using advanced tools for escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Assist with transferring contacts, email, and media; reset passwords after appropriate credential verification; and activate and configure SIM or eSIM connectivity.
• Perform in-depth device diagnostics and process returns, exchanges, warranty claims, and replacements in compliance with company policies.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, handing off orders smoothly, and identifying opportunities to upsell accessories or add-ons.
• Provide hands-on customer demonstrations and check-in support when primary mobile activities are not occurring or when assigned to the Red Floor.
• Support store resets, merchandising, visual standards, product placement, and operational readiness.
• Inspect back-of-house areas to ensure inventory is clean, secure, and properly placed.
• Facilitate quick device swaps and efficiently process equipment returns in compliance with policies.
• Follow Comcast Operating Principles and promote digital options at customer touchpoints.
• Participate in huddles, callbacks, and feedback loops through the Net Promoter System.
• Collaborate with teammates, support inclusion, and drive customer-focused results and operational excellence.

Benefits

• Eligible employees receive benefits; the posting refers applicants to Comcast’s compensation and benefits summary for details.
• 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