Mobile Tech Concierge: Activations, Support & Upsell

Comcast Advertising; Illinois; Hybrid; USD 23,000 - 26,000; Full time

Job summary

Comcast is seeking a Xfinity Mobile Retail Service Associate in Forsyth, IL to support store teams and deliver a best-in-class customer experience across mobile, operations, and transactions. You will activate devices, educate customers, troubleshoot issues, and assist with account security and exchanges.

Based in Forsyth, IL, you’ll handle on-demand deliveries, upsell accessories, and ensure a clean, organized store floor. The role pays base $17.05/hour and requires a High School Diploma or GED.

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.
• 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 is seeking a Xfinity Mobile Retail Service Associate in Forsyth, IL to support store teams and deliver a best-in-class customer experience across mobile, operations, and transactions. You will activate devices, educate customers, troubleshoot issues, and assist with account security and exchanges.

Based in Forsyth, IL, you’ll handle on-demand deliveries, upsell accessories, and ensure a clean, organized store floor. The role pays base $17.05/hour and requires a High School Diploma or GED.