Xfinity Retail Service Associate (Everett, WA)

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Responsible for supporting the store team so that a best in class experience for customers can be delivered. Provides great support to customers and the store team while constantly striving for improvement. Maintains accurate inventory, clean stores, tight back of house spaces and ensures excited customers who come back to learn more. Works on straight forward tasks using established procedures.

Job Description

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.

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.

• Assistcustomers in securing accounts, replacing lost or stolen devices, and navigating access recovery.

• Use advanced tools to manage escalations.

Mobile Support

• Assistcustomers with transferring contacts, emails, and media.

• Provide password resets withappropriate credential verification.

• Activate and configure SIM oreSIMfor device connectivity.

• Perform in-depth diagnostics toidentifyand resolve issues.

• Process returns or exchanges in compliance with company policies.

• Assistwith 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 —

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 foroptimalcustomer experience.

• Inspect back-of-house to ensure clean, secure, and properly placed inventory.

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