Xfinity Mobile Retail Service Associate

Comcast (CC) of Willow Grove; San Mateo (CA); On-site; USD 25,000 - 29,000; Full time

Job summary

Comcast is seeking a Mobile Retail Service Associate to support store teams in delivering a best-in-class customer experience across mobile products and services. You will act as the go-to technical resource, assist with activations, and help customers understand device features and accessories.

You will handle activations, troubleshooting, and escalations while ensuring a clean, efficient store environment and helping customers leave confident in their Comcast products and services.

Qualifications

• High school diploma or GED required.
• 0-2 years of relevant work experience preferred.
• Strong communication and customer-relations skills.
• Ability to learn technical concepts and explain them clearly.
• Positive attitude and team-oriented mindset.

Responsibilities

• Activate mobile devices and educate customers on features.
• Provide a white-glove activation experience for devices and BYOD.
• Guide customers through tablet setup and connectivity options.
• Assist with wearable devices activation and pairing.
• Educate on accessories and add-ons to drive incremental revenue.
• Demonstrate device features to boost customer confidence.
• Troubleshoot and resolve basic to complex device issues.
• Secure accounts, replace lost/stolen devices, and assist with access recovery.
• Activate/configure SIM/eSIM for device connectivity.
• Perform diagnostics to identify and resolve issues.
• Process returns or exchanges per company policies.
• Support warranty claims and replacement processes.
• Maintain clean, organized counters and showroom areas.

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 brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Job Profile Summary

The 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.

Job Description

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.

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

Base Pay: $18.60 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.

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.