Xfinity Mobile Retail Service Associate

Comcast (CC) of Willow Grove; San Jose (CA); Presencial; USD 28.000 - 34.000; Jornada completa

Descripción de la vacante

Comcast is seeking a Mobile Retail Service Associate (Mobile RSA) to support the store team in delivering a best-in-class customer experience across mobile and related services. You will activate devices, educate customers, troubleshoot, and assist with returns while maintaining a clean, welcoming store.

You are a go-to technical and operational resource, helping customers leave with confidence about Comcast products and services, and contributing to positive sales outcomes.

Formación

• Excellent communication and customer service skills.
• Ability to learn technical concepts and explain clearly.
• Strong problem solving and troubleshooting abilities.
• Willingness to learn and adapt in a fast-paced retail environment.
• High School Diploma or GED required.

Responsabilidades

• Activate devices and BYOD onboarding with white-glove service.
• Educate customers on tablet setup and connectivity options.
• Handle activations, troubleshooting, and escalations.
• Assist with returns, exchanges, and warranty processes.
• Maintain store cleanliness and visual standards.
• Support on-demand deliveries and upsell opportunities.

Conocimientos

Communication

Critical Thinking

Problem Solving

Customer-Focused

Professional Integrity

Resilience

Self Motivation

Teamwork

Technical Knowledge

Workplace Organization

Educación

High School Diploma / GED

Descripción del empleo

Job Summary

Mobile Retail Service Associate (Mobile RSA) 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 confident and excited about their Comcast products and services.

Primary Responsibilities — Mobile Focused Mobile Activations & Customer Education

• 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.

Mobile Escalations

• 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.

Mobile Support

• 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.

Secondary Responsibilities — When No Primary Actions Occur or on Red Floor Customer Check-In

• Provide hands-on demonstrations of devices and features to enhance value.
• Operations
• 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.
• Express Transactions
• Facilitate quick device swaps for customers.
• Process equipment returns efficiently while ensuring compliance.

Expectations for All Employees

• Understand and follow the Comcast Operating Principles.
• Own the customer experience and promote digital options at every touchpoint.
• Be an enthusiastic learner and advocate of Comcast products, services, and digital tools.
• Win as a team through collaboration and openness to new ideas.
• Participate in the Net Promoter System: huddles, callbacks, and feedback loops.
• Drive results and operational excellence.
• Foster and support a culture of inclusion.
• Do what’s right for customers, teammates, communities, and investors.

Disclaimer This description outlines the general nature and level of work expected and is not intended to be a comprehensive list of all duties or qualifications.

Skills

• Communication
• Critical Thinking
• Problem Solving
• Customer-Focused
• Professional Integrity
• Resilience
• Self Motivation
• Teamwork
• Technical Knowledge
• Workplace Organization

Compensation Base Pay: $21.72 Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Education

High School Diploma / GED (Required)

Relevant Work Experience

0-2 Years

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

At Comcast , you have the power to connect the world. Your career options are endless as you grow in your career. Explore your future with access to a variety of teams, locations, and resources in an expanding network. You can also explore additional opportunities at our company, NBCUniversal.