Xfinity Retail Service Associate

Comcast • Pearland, TX

2d

About The Position

The Retail Service Associate supports the store team in delivering a best-in-class customer experience through 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 Xfinity Mobile. The associate handles mobile activations, customer education, troubleshooting, and escalations while assisting with store priorities so customers leave confident in their Comcast products and services.

The position also supports customer check-in, demonstrations, merchandising and store resets, inventory readiness, express transactions, returns, and on-demand delivery or pickup fulfillment. Associates are expected to follow Comcast Operating Principles, promote digital options, collaborate with teammates, participate in the Net Promoter System, drive operational excellence, and support an inclusive culture.

Requirements

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

Responsibilities

• Activate new devices and bring-your-own devices to the network while providing a high-quality customer experience.
• Guide customers through tablet setup, connectivity options, and wearable-device activation and pairing.
• Educate customers about accessories and add-ons, and demonstrate device features and capabilities.
• Troubleshoot and resolve complex device or service issues, including account security, lost or stolen devices, and access recovery.
• Use advanced tools to manage mobile escalations.
• Help customers transfer contacts, email, and media; reset passwords after appropriate credential verification; and activate and configure SIM or eSIM connectivity.
• Perform in-depth diagnostics and process returns or exchanges in accordance with company policies.
• Assist with warranty claims and replacement processes.
• Keep devices, counters, accessories, and walkways clean, functioning, and accessible.
• Fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups by accurately staging orders and ensuring smooth handoffs.
• Identify opportunities to upsell accessories or add-ons during delivery and pickup fulfillment.
• Provide hands-on device demonstrations during customer check-in.
• Support store resets, merchandising, operational readiness, 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 equipment returns in compliance with company requirements.
• Follow Comcast Operating Principles, promote digital options, collaborate with the team, participate in huddles, callbacks, and feedback loops, and support inclusion and operational excellence.

Benefits

• Base pay of $18.56.
• Eligible employees receive benefits; details are available in Comcast's compensation and benefits summary.
• Most non-sales positions are eligible for a bonus; most sales positions may be 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