Xfinity Retail Service Associate

Comcast • Chicago, IL

19h • Onsite

About The Position

Comcast brings together the best in media and technology, driving innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, Comcast sets the pace in various innovative businesses and offers career opportunities across many locations and disciplines. The company is at the forefront of change, moving at an amazing pace thanks to its people who bring cutting-edge products and services to life for millions of customers daily. The Retail Service Associate supports the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. This role acts as a go-to technical and operational resource, helping to maintain a clean and efficient store environment, and providing exceptional customer support for mobile. RSAs handle mobile activation, education, troubleshooting, and escalations while assisting with operational priorities to ensure customers leave confident and excited about their Comcast products and services.

Requirements

• High School Diploma / GED
• 0-2 Years Relevant Work Experience
• Communication
• Customer-Focused
• Professional Integrity
• Resilience
• Self Motivation
• Teamwork
• Workplace Organization

Responsibilities

• Provide a white-glove experience activating new devices or BYOD to the network.
• Guide customers through tablet setup and connectivity options.
• Support activation and pairing of wearable devices for seamless use.
• Educate customers on accessories and add-ons that enhance their experience and drive incremental revenue.
• Demonstrate strong understanding and enthusiasm for technology and act as a go-to resource.
• Demonstrate basic features and capabilities of devices to increase customer confidence.
• Troubleshoot and resolve complex device or service issues.
• Assist customers in securing accounts, replacing lost or stolen devices, and navigating access recovery.
• Use advanced tools to manage escalations.
• Assist customers with transferring contacts, emails, and media.
• Provide password resets with appropriate credential verification.
• Activate and configure SIM or eSIM for device connectivity.
• Perform in-depth diagnostics to identify and resolve issues.
• Process returns or exchanges in compliance with company policies.
• Assist with warranty claims and replacement processes.
• Ensure devices, counters, accessories, and walkways are clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, ensuring smooth handoff, and identifying opportunities to upsell accessories or add-ons.
• Provide hands-on demonstrations of devices and features to enhance value.
• Support store resets for proper merchandising and operational readiness.
• Maintain visual standards and product placement for optimal customer experience.
• Inspect back-of-house to ensure clean, secure, and properly placed inventory.
• Facilitate quick device swaps for customers.
• Process equipment returns efficiently while ensuring compliance.
• Understand and follow the Comcast Operating Principles.
• Own the customer experience and promote digital options at every touchpoint.
• Be an enthusiastic learner and advocate of Comcast products, services, and digital tools.
• Win as a team through collaboration and openness to new ideas.
• Participate in the Net Promoter System: huddles, callbacks, and feedback loops.
• Drive results and operational excellence.
• Foster and support a culture of inclusion.
• Do what’s right for customers, teammates, communities, and investors.

Benefits

• Best-in-class Benefits to eligible employees
• Benefits connect you to the support you need when it matters most
• Benefits help you care for those who matter most
• Array of options, expert guidance and always-on tools, personalized to meet the needs of your reality
• Support physically, financially and emotionally through the big milestones and in your everyday life
• Most sales positions are eligible for a Commission under the terms of an applicable plan
• 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