Mobile Tech & Customer Experience Specialist

Comcast; Rockford (IL); On-site; USD 19,286 - 24,796; Full time

Job summary

Comcast in Rockford, IL is seeking a Retail Service Associate to join the store team and deliver a best-in-class customer experience across mobile, operational, and transactional activities. You will be the go-to technical and operational resource, helping maintain a clean and efficient store environment and providing exceptional customer support for mobile products and services.

The role covers activations, education, troubleshooting, account security, device configurations, returns, warranty

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 on‑demand deliveries and BAPIS pickups by staging orders accurately, ensuring smooth handoff, and identifying opportunities to upsell accessories or add‑ons.

Job description

Comcast in Rockford, IL is seeking a Retail Service Associate to join the store team and deliver a best-in-class customer experience across mobile, operational, and transactional activities. You will be the go-to technical and operational resource, helping maintain a clean and efficient store environment and providing exceptional customer support for mobile products and services.

The role covers activations, education, troubleshooting, account security, device configurations, returns, warranty