Xfinity Mobile Retail Service Associate

Comcast • Chicago, IL

4d

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 mobile customer support. Responsibilities include device activation and education, troubleshooting and escalations, operational support, and helping customers leave confident about their Comcast products and services.

The associate activates new and bring-your-own devices, guides customers through tablet and wearable setup, explains device features and accessories, and supports account access and device troubleshooting. Additional mobile duties include transferring customer data, resetting passwords after verification, configuring SIM or eSIM, processing returns and exchanges, supporting warranty claims, and fulfilling on-demand deliveries and BAPIS pickups.

When primary mobile activities are not taking place, the associate may demonstrate devices, support store resets and merchandising, inspect inventory areas, and facilitate 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, collaborate, participate in the Net Promoter System, drive operational excellence, and support an inclusive culture.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• 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, providing a white-glove customer 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.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer contacts, emails, and media; reset passwords with appropriate credential verification; and activate or configure SIM and eSIM.
• Perform in-depth diagnostics and support warranty claims and replacement processes.
• Process returns and exchanges in accordance with company policies.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders and ensuring smooth handoffs; identify accessory and add-on upsell opportunities.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Demonstrate devices and features to customers when primary mobile activities are not taking place.
• 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 process equipment returns efficiently and in compliance with company requirements.
• Follow Comcast Operating Principles, promote digital options, collaborate with teammates, and participate in huddles, callbacks, and feedback loops.
• Drive operational excellence and support a culture of inclusion.

Benefits

• Comcast provides benefits to eligible employees, with options and support intended to address physical, financial, and emotional needs.
• Most non-sales positions are eligible for a bonus under the terms of an applicable plan.

What This Job Offers

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