Mobile Activation & Service Specialist

Comcast; Saint Augustine (FL); On-site; USD 18,000 - 25,000; Full time

Job summary

Comcast 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 provide exceptional customer support for mobile.

RSAs handle mobile activation, education, troubleshooting, and escalations while assisting with operational priorities to ensure that customers leave

Qualifications

• High School Diploma or GED is a common minimum education requirement.
• 0-2 years of relevant work experience could be suitable for this role.

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 strong understanding and enthusiasm for technology and act as a go-to resource.
• 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 Xfinity Mobile on-demand deliveries and BAPIS pickups by staging orders accurately, ensuring smooth handoff, and identifying opportunities to upsell accessories or add-ons.

Skills

Customer-Focused

Workplace Organization

Teamwork

Technical Knowledge

Self Motivation

Resilience

Communication

Critical Thinking

Problem Solving

Professional Integrity

Education

High School Diploma / GED

Job description

Comcast 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 provide exceptional customer support for mobile.

RSAs handle mobile activation, education, troubleshooting, and escalations while assisting with operational priorities to ensure that customers leave