Xfinity Retail Service Associate (Forsyth, IL) at Comcast · IL -…

Summary: Comcast is a Fortune 50 leader in media and technology, seeking a Retail Service Associate to support the store team in delivering an exceptional customer experience. This role involves mobile activations, customer education, troubleshooting, and ensuring operational excellence in the store environment. Responsibilities: - 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 - 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 Required Qualifications: - High School Diploma or equivalent - Ability to work a full time, flexible/variable schedule which includes days, evenings, weekends, holidays, etc - Regular, consistent, and punctual attendance - Ability to carry and/or lift 25-pound boxes, and the ability to stand and move about the store constantly Required Skills: Mobile device activation, Troubleshooting mobile devices, SIM and eSIM configuration, Password reset with credential verification, Warranty claims processing, Mobile device setup and connectivity, Customer education on mobile accessories, Professional Integrity Benefits: Commission under the terms of an applicable plan, Bonus, Best-in-class Benefits to eligible employees