The Mobile Retail Service Associate (Mobile RSA) 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 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.
* 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 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.
* 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 – 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 for optimal customer 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 to new ideas.
* Participate in the Net Promoter System: huddles, callbacks, and feedback loops.
* Drive results and operational excellence.
* Foster and support a culture of inclusion.
* Do what's right for customers, teammates, communities, and investors.
Education and Certifications
* High School Diploma / GED (Required)
* Certifications (if applicable)
Desired Skills
* Communication
* Customer-Focused
* Professional Integrity
* Resilience
* Self Motivation
* Teamwork
* Workplace Organization
Compensation
Compensation Base Pay: $17.85. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. 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. Additionally, Comcast provides best-in-class Benefits to eligible employees.
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.
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