Xfinity Retail Service Associate

Comcast Resume • Baltimore, MD

6d

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 customer support for mobile services. The associate handles mobile activation, education, troubleshooting, and escalations, while helping with store priorities so customers leave confident about their Comcast products and services.

The position includes activating devices and BYOD, helping customers set up tablets and wearable devices, explaining device features and accessories, resolving complex issues, assisting with account access and device replacement, and supporting data transfers, password resets, SIM/eSIM configuration, diagnostics, returns, exchanges, and warranty processes. Associates also fulfill mobile delivery and pickup orders and may identify opportunities to recommend accessories or add-ons.

When primary mobile tasks are not occurring, or when assigned to the sales floor, the associate demonstrates devices, supports store resets and merchandising, maintains inventory and back-of-house standards, and facilitates quick device swaps and equipment returns. All employees are expected to follow Comcast Operating Principles, own the customer experience, promote digital options, collaborate with teammates, participate in feedback activities, drive operational excellence, support inclusion, and act in the interests of customers, teammates, communities, and investors. The description notes that it is not a comprehensive list of all duties or qualifications.

Requirements

• High school diploma or GED.
• 0–2 years of relevant work experience.
• Communication skills.
• Critical thinking and problem-solving skills.
• Customer-focused approach.
• Professional integrity.
• Resilience and self-motivation.
• Teamwork.
• Technical knowledge.
• Workplace organization.

Responsibilities

• Provide a high-quality experience activating new devices and bringing customers’ own devices onto the network.
• 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 access.
• Assist with transferring contacts, emails, and media.
• Perform password resets after appropriate credential verification.
• Activate and configure SIM or eSIM connectivity and perform diagnostics.
• Process returns and exchanges in accordance with company policies, and assist with warranty claims and replacements.
• Keep devices, counters, accessories, and walkways clean, functional, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately and ensuring smooth handoffs.
• Provide hands-on demonstrations of devices and features during customer check-in.
• Support store resets, merchandising, product placement, and operational readiness.
• Inspect back-of-house areas to maintain clean, secure, and properly placed inventory.
• Facilitate quick device swaps and efficiently process equipment returns in compliance with requirements.
• Follow Comcast Operating Principles, promote digital options, collaborate with teammates, participate in Net Promoter System activities, drive operational excellence, and support an inclusive culture.

Benefits

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

What This Job Offers

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