Mobile Device Concierge & Support Specialist

Comcast (CC) of Willow Grove; Santa Rosa (CA); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Best-in-class benefits

Commission and bonus potential

Job summary

Comcast in Santa Rosa is seeking a Mobile Retail Service Associate to support store teams with a best-in-class customer experience across mobile devices, activation processes, and customer education. You will help customers activate devices, guide setup, and troubleshoot while maintaining a clean, welcoming store environment and driving incremental revenue.

The role emphasizes strong communication, technical curiosity, and teamwork.

Qualifications

• High School Diploma / GED required.
• 0-2 Years relevant work experience.
• Strong communication and customer-service skills.
• Ability to learn and explain device features.

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.
• 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.
• Facilitate quick device swaps for customers.
• Process equipment returns efficiently while ensuring compliance.

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 in Santa Rosa is seeking a Mobile Retail Service Associate to support store teams with a best-in-class customer experience across mobile devices, activation processes, and customer education. You will help customers activate devices, guide setup, and troubleshoot while maintaining a clean, welcoming store environment and driving incremental revenue.

The role emphasizes strong communication, technical curiosity, and teamwork.