Xfinity Retail Service Associate

Comcast • Baltimore, MD

3d

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. The role serves as a technical and operational resource, maintaining a clean and efficient store environment and providing exceptional mobile customer support. Associates activate and configure devices, educate customers, troubleshoot issues, handle escalations, and assist with operational priorities so customers leave confident about their Comcast products and services.

The role also supports store operations when primary mobile activities are not occurring, including customer demonstrations, merchandising resets, inventory organization, express transactions, and equipment returns. All employees are expected to follow Comcast Operating Principles, promote digital options, learn and advocate for Comcast products and tools, collaborate as a team, participate in Net Promoter System activities, drive operational excellence, foster inclusion, and act in the interests of customers, teammates, communities, and investors.

The listed base pay is $17.00. Most non-sales positions are eligible for a bonus, and eligible employees may receive Comcast benefits. The job posting states a high school diploma or GED is required and lists 0–2 years of relevant work experience.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Communication, critical thinking, problem-solving, customer-focused approach, professional integrity, resilience, self-motivation, teamwork, technical knowledge, and workplace organization.

Responsibilities

• Activate new devices and bring-your-own devices to the network, and provide a high-quality activation experience.
• Guide customers through tablet setup and connectivity options, and help activate and pair wearable devices.
• Educate customers about accessories, add-ons, and device features and capabilities.
• Troubleshoot and resolve complex device or service issues and use advanced tools to manage escalations.
• Help customers secure accounts, replace lost or stolen devices, and recover account access.
• Transfer contacts, emails, and media; perform password resets after credential verification; and activate and configure SIM or eSIM connectivity.
• Perform in-depth device diagnostics and process returns, exchanges, warranty claims, and replacements in accordance with company policies.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately and handing them off smoothly; identify opportunities to upsell accessories or add-ons.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Provide hands-on customer demonstrations when primary mobile activities are not occurring or when assigned to the Red Floor.
• Support store resets, maintain visual merchandising and product placement standards, and inspect back-of-house areas for clean, secure, and properly placed inventory.
• Facilitate quick device swaps and process equipment returns efficiently and in compliance with requirements.
• Follow Comcast Operating Principles, promote digital options, learn and advocate for Comcast products and tools, collaborate with teammates, and participate in huddles, callbacks, and feedback loops.
• Drive results and operational excellence, foster inclusion, and do what is right for customers, teammates, communities, and investors.

Benefits

• Eligible employees may receive Comcast benefits; details are available in the compensation and benefits summary on the company careers site.
• 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