Xfinity Retail Service Associate (Forsyth, IL)

Job Summary

The Retail Service Associate is a full‑time position that supports the store team in delivering a best‑in‑class customer experience across mobile, operational, and transactional activities. This role serves as the go‑to technical and operational resource, maintaining a clean and efficient store environment while providing exceptional customer support for mobile activation, education, troubleshooting, and escalations.
Primary Responsibilities

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; educate customers on accessories and add‑ons that enhance their experience and drive incremental revenue; demonstrate basic features and capabilities of devices.
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; process returns or exchanges; assist with warranty claims and replacement processes.
On‑Demand Delivery, BAPI & XM Upsell : Fulfill Xfinity Mobile on‑demand deliveries and BAPI 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 for optimal customer experience; inspect back‑of‑house to ensure clean, secure, and properly placed inventory.
Express Transactions : Facilitate quick device swaps; process equipment returns efficiently while ensuring compliance.
Qualifications

High School Diploma or equivalent.
Full‑time, flexible/variable schedule that includes days, evenings, weekends, holidays, etc.
Regular, consistent, and punctual attendance.
Ability to carry and/or lift 25‑pound boxes and to stand and move about the store constantly.
0–2 years of relevant work experience preferred.
Skills

Communication
Customer‑Focused
Professional Integrity
Resilience
Self‑Motivation
Teamwork
Workplace Organization
Compensation and Benefits

Base pay: $17.00 per hour. Most sales positions are eligible for a commission under the terms of an applicable plan, while most non‑sales positions are eligible for a bonus. Comcast provides a total rewards program that includes best‑in‑class benefits such as health, dental, vision, retirement, paid time off, and many other programs. For full details, please visit the compensation and benefits summary on our careers site.
EEO Statement

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

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