Xfinity Retail Service Associate
$35,464–$35,464 year
On-siteAlgonquin, Illinois, United States
Job Summary
Activate new devices and BYOD to the network, guiding customers through tablet setup, wearable pairing, and connectivity options. Troubleshoot complex device or service issues, assist with account security and device recovery, and perform in-depth diagnostics to resolve problems. Support SIM/eSIM activation, password resets, contact transfers, and return/exchange processing while maintaining clean counters and walkways. Fulfill on-demand deliveries and BAPIS pickups, staging orders accurately and identifying upsell opportunities for accessories. Ensure store resets for merchandising readiness, inspect back-of-house inventory, and facilitate quick device swaps.
Required Qualifications
- High School Diploma / GED
- Certifications (if applicable)
- Relevant Work Experience 0-2 Years
- Communication
- Critical Thinking
- Problem Solving
- Customer-Focused
- Professional Integrity
- Resilience
- Self Motivation
- Teamwork
- Technical Knowledge
- Workplace Organization
- Must follow the Comcast Operating Principles
- Must be an enthusiastic learner and advocate of Comcast products, services, and digital tools
- Must participate in the Net Promoter System: huddles, callbacks, and feedback loops
- Must drive results and operational excellence
- Must foster and support a culture of inclusion
- Must do what's right for customers, teammates, communities, and investors
Desired Qualifications
- Strong understanding and enthusiasm for technology
- Demonstrate basic features and capabilities of devices
- Ability to provide a white-glove experience activating new devices or BYOD
- Ability to guide customers through tablet setup and connectivity options
- Ability to support activation and pairing of wearable devices
- Ability to educate customers on accessories and add-ons
- Ability to troubleshoot and resolve complex device or service issues
- Ability to assist customers in securing accounts, replacing lost or stolen devices, and navigating access recovery
- Ability to use advanced tools to manage escalations
- Ability to assist customers with transferring contacts, emails, and media
- Ability to provide password resets with appropriate credential verification
- Ability to activate and configure SIM or eSIM for device connectivity
- Ability to perform in-depth diagnostics to identify and resolve issues
- Ability to process returns or exchanges in compliance with company policies
- Ability to assist with warranty claims and replacement processes
- Ability to fulfill Xfinity Mobile on-demand deliveries and BAPIS pickups
- Ability to stage orders accurately
- Ability to identify opportunities to upsell accessories or add-ons
- Ability to facilitate quick device swaps for customers
- Ability to process equipment returns efficiently
- Ability to maintain visual standards and product placement
- Ability to inspect back-of-house to ensure clean, secure, and properly placed inventory
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