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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.
Job Responsibility
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
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 to new ideas
Participate in the Net Promoter System: huddles, callbacks, and feedback loops