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.
· 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.
· 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
· 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.