Xfinity Retail Service Associate

Comcast

Dover (DE)

On-site

USD 20,000 - 29,000

Full time

12 days ago

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Job summary

Comcast is seeking a Retail Service Associate to support the store team in delivering a best-in-class customer experience across mobile, operational, and transactional activities. You will be the go-to technical and operational resource, helping to keep the store clean, organized and ready to assist customers with mobile activations.

You will educate customers on devices, assist with activations, troubleshoot issues, support account security, and help with returns, exchanges and upsell

Qualifications

Retail environment experience is helpful but not required.
Customer-focused approach with ability to explain device features clearly.
Basic understanding of mobile devices and services.

Responsibilities

Activate mobile devices and BYOD for customers.
Educate customers on tablets and connectivity options.
Assist with wearable device activation and pairing.
Upsell accessories and add-ons to enhance the customer experience.
Troubleshoot device or service issues and assist with account security.
Process returns or exchanges in line with policies.
Maintain store cleanliness and organized product displays.
Support on-demand deliveries and upsell opportunities.

Skills

Customer-Focused

Workplace Organization

Technical Knowledge

Teamwork

Self Motivation

Resilience

Communication

Critical Thinking Problem Solving

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

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.

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