US-Genius Admin

Apple•Virginia Beach, VA

7d•Onsite

About The Position

As a Genius Admin, you provide insightful advice and friendly, hands-on technical support to our customers throughout the different stages of the repair process. You quickly diagnose product issues on the spot, clearly explaining situations with patience and compassion. After determining whether repairs can be done or a replacement is needed, you offer solutions to get users up and running again. You keep customers informed about their device's repair status and assist with other customer service issues that may arise during the process. You also coordinate the customer pickup process for all completed repairs by verifying successful repairs, contacting customers, and managing case notes. Throughout the process, you fulfill Apple’s dedication to customer service with style, speed, and skill. You also earn the trust of customers and co-workers alike by offering mentorship, knowledge, and even tips and training. Additionally, you will manage end-of-month and new-month paperwork, CRU paperwork, and document storage. You will collaborate with the Operations team to manage and track service repair inventory and remain highly aware of inventory levels. You will order replacement consumables as needed and supervise the operational activities in the Repair Room. You will be highly alert to loss-prevention issues using checks and balances based on processes and reports.

Requirements

Hands-on problem solving.
Passion for sharing technical knowledge and guidance.
Coordinating oversight to skilled technicians.
Diagnostic and people skills.
Creating an extraordinary customer experience.
Providing swift resolutions to technical issues.
Providing mentorship for the team.
Building team knowledge about products.
Keeping technical know-how up to date.
Delivering outstanding customer service.
Empathetic nature.
Providing advice and support to customers and team members.
Explaining situations clearly.
Determining if repairs can be done or a replacement is needed.
Fulfilling Apple’s dedication to customer service with style, speed, and skill.
Earning the trust of customers and co-workers.

Nice To Haves

Adept at creative problem solving.
Motivated to do what’s best for the customer and the team.
Ability to anticipate and adjust for problems and roadblocks.
Can make decisions quickly, sometimes under tight deadlines and pressure.
Provide information that team members need to do their jobs and make accurate decisions.
Orchestrate multiple activities simultaneously to accomplish the goal.
Delegate clearly and comfortably to all team members while sharing responsibility and accountability.

Responsibilities

Provide insightful advice and friendly, hands-on technical support to customers.
Diagnose product issues on the spot and explain situations with patience and compassion.
Offer solutions for repairs or replacements to get users up and running.
Keep customers informed about their device's repair status.
Assist with other customer service issues.
Coordinate the customer pickup process for completed repairs.
Verify successful repairs, contact customers, and manage case notes.
Offer mentorship, knowledge, tips, and training to team members.
Manage end-of-month and new-month paperwork, CRU paperwork, and document storage.
Collaborate with the Operations team to manage and track service repair inventory.
Remain highly aware of inventory levels.
Order replacement consumables as needed.
Supervise operational activities in the Repair Room.
Be alert to loss-prevention issues using checks and balances.