Xfinity Retail Service Associate

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.