Mobile Activation & Customer Experience Specialist

Comcast Resume; Santa Rosa (CA); On-site; USD 28,000 - 34,000; Full time

Job summary

Comcast is seeking a Mobile Retail Service Associate (RSA) in Santa Rosa to support the store team in delivering a best-in-class customer experience across mobile activation, education, and troubleshooting. You will handle activations, device setups, and escalations while driving incremental revenue with accessories and upsells.

The role emphasizes hands-on device demonstrations, customer service excellence, and adherence to company policies.

Qualifications

• High School Diploma or GED required.

Responsibilities

• 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.
• 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.
• 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 orders and upsell accessories.

Skills

Communication

Critical Thinking

Problem Solving

Customer-Focused

Professional Integrity

Resilience

Self Motivation

Teamwork

Technical Knowledge

Workplace Organization

Education

High School Diploma / GED

Job description

Comcast is seeking a Mobile Retail Service Associate (RSA) in Santa Rosa to support the store team in delivering a best-in-class customer experience across mobile activation, education, and troubleshooting. You will handle activations, device setups, and escalations while driving incremental revenue with accessories and upsells.

The role emphasizes hands-on device demonstrations, customer service excellence, and adherence to company policies.