Xfinity Retail Service Associate

Comcast • Germantown, TN

3d

About The Position

The Retail Service Associate supports the store team in providing a best-in-class customer experience through mobile, operational, and transactional activities. The role serves as a technical and operational resource, helping maintain a clean, efficient store while providing exceptional mobile customer support. Responsibilities include mobile activation, customer education, troubleshooting, escalation handling, operational support, and helping customers leave confident about their Comcast products and services.

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 (BYOD) to the network, and provide customers with a white-glove activation 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.
• Demonstrate device features and capabilities to increase customer confidence.
• Troubleshoot and resolve complex device or service issues, including escalations.
• 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 or eSIM connectivity and perform in-depth device diagnostics.
• Process returns and exchanges according to company policies, and assist with warranty claims and replacement processes.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders and providing smooth handoffs.
• Identify opportunities to upsell accessories and add-ons during delivery and pickup handoffs.
• Provide hands-on device and feature demonstrations during customer check-in.
• Support store resets, merchandising, and operational readiness; maintain visual standards and product placement.
• 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, promote digital options, learn and advocate for Comcast products and tools, and contribute to customer experience efforts including huddles, callbacks, and feedback loops.
• Collaborate with teammates, support inclusion, drive operational excellence, and act in the interests of customers, teammates, communities, and investors.

Benefits

• Eligible employees receive benefits intended to support their physical, financial, and emotional well-being.
• Most non-sales positions are eligible for a bonus; most sales positions are eligible for commission, under the terms of applicable plans.

What This Job Offers

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