Xfinity Retail Service Associate

Job Summary The Retail Service Associate 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 providing exceptional customer support for mobile. Primary Responsibilities Mobile Activations & Customer Education 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 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. Ensure smooth handoff and identify opportunities to upsell accessories or add‑ons. Secondary Responsibilities No Primary Actions Occur or on Red Floor Customer Check-In 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. 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. Skills Communication Customer‑Focused Professional Integrity Resilience Self‑Motivation Teamwork Workplace Organization Compensation Base Pay: $19.31 per hour. Most sales positions may be eligible for a commission under the applicable plan; most non‑sales positions may be eligible for a bonus. Comcast provides additional benefits and reward options. Benefits Health, dental, and vision coverage Retirement plan with employer match Paid time off and holidays Employee assistance and wellness programs Professional development and tuition assistance Education High School Diploma or GED required. Relevant Work Experience 0‑2 Years of experience in a customer‑service or technical support role preferred. Equal Opportunity Employer Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. #J-18808-Ljbffr