Xfinity Mobile Retail Service Associate

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.

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.

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.

Provide hands-on demonstrations of devices and features to enhance value.

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.

Facilitate quick device swaps for customers.

Process equipment returns efficiently while ensuring compliance.

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.

Employees at all levels are expected to:

Understand our Operating Principles; make them the guidelines for how you do your job.

Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

Win as a team - make big things happen by working together and being open to new ideas.

Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

Drive results and growth.

Support a culture of inclusion in how you work and lead.

Do what's right for each other, our customers, investors and our communities.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.