Xfinity Retail Service Associate - Wheaton, IL

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 credentialverification.

• 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, andidentifyingopportunities to upsell accessories or add-ons.

Secondary Responsibilities - When No Primary Actions Occur or on Red Floor:

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.

Express Transactions

• Facilitate quick device swaps for customers.

• Process equipment returns efficiently while ensuring compliance.

Expectations for All Employees

• 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 tonew ideas.

• Participate in the Net Promoter System: huddles, callbacks, and feedback loops.

• Drive results and operational excellence.

• Foster and support a culture of inclusion.

• Dowhat'sright for customers, teammates, communities, andinvestors.

Disclaimer

This description outlines the general nature and level of work expected and is not intended to be a comprehensive list of all duties or qualifications.