Xfinity Retail Service Associate -Wheaton, IL

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.