Xfinity Retail Service Associate

Comcast; Danville (VA); On-site; USD 21,000 - 25,000; Full time

Job summary

Comcast's Retail Service Associate (RSA) delivers a best-in-class customer experience across mobile, operations and transactions. You help customers activate devices, guide setup, educate on accessories, and keep the store clean and ready for service.

You troubleshoot complex issues, secure accounts, support escalations, and perform in-depth diagnostics. You also handle on-demand deliveries and upsell accessories, always upholding Comcast's customer-first principles.

Responsibilities

• Activate new devices and BYOD, educate customers on setup and accessories.
• Troubleshoot device or service issues and secure accounts.
• Assist with transferring data, password resets, SIM/eSIM setup.
• Process returns, exchanges, warranty claims, keep stores clean.
• Provide hands-on demonstrations of devices and features.
• Maintain visual merchandising and store cleanliness.
• Facilitate quick device swaps and manage returns.
• Uphold Comcast Operating Principles and promote digital options.

Skills

Customer-Focused

Workplace Organization

Technical Knowledge

Teamwork

Self Motivation

Critical Thinking

Problem Solving

Resilience

Communication

Professional Integrity

Education

High School Diploma / GED

Job description

Job Summary

The Retail Service Associate 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

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.

Secondary Responsibilities — When No Primary Actions Occur or on Red Floor

• 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.

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.

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.

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.

Skills

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

Salary

Base Pay: $16.45 The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later. 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 compensation and benefits summary on our careers site for more details.

Education

High School Diploma / GED

Certifications (if applicable)

Relevant Work Experience

0-2 Years