Xfinity Mobile Retail Service Associate

Mobile Retail Service Associate

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

The Mobile Retail Service Associate (Mobile RSA) supports the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. This role serves as a go-to technical and operational resource, helping to maintain a clean and efficient store environment, and provide exceptional customer support for mobile. RSAs handle mobile activation, education, troubleshooting, and escalations while assisting with operational priorities to ensure that customers leave confident and excited about their Comcast products and services.

Primary Responsibilities Mobile Focused

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.

Mobile Escalations

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.

Mobile Support

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.

On-Demand Delivery, BAPIS & XM Upsell: 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.

Secondary Responsibilities When No Primary Actions Occur or on Red Floor

Customer Check-In

Provide hands-on demonstrations of devices and features to enhance value.

Operations

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.

Express Transactions

Facilitate quick device swaps for customers.

Process equipment returns efficiently while ensuring compliance.

Expectations for All Employees

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.

Disclaimer

This description outlines the general nature and level of work expected and is not intended to be a comprehensive list of all duties or qualifications.

Skills

Communication, Critical Thinking Problem Solving, Customer-Focused, Professional Integrity, Resilience, Self Motivation, Teamwork, Technical Knowledge, Workplace Organization

Compensation

Base Pay: $18.56

Education

High School Diploma / GED (Required)