US-Genius Admin

Apple•Broomfield, CO

About The Position

Apple Retail brings together expertise to help customers do what they love and deliver an only-at-Apple experience. As a Genius Admin, you serve as a coordinator for customer repairs, manage customer expectations, and organize an efficient repair workflow and the Repair Room so the Genius Bar team can provide excellent service. You plan and coordinate end-to-end operational activities that support repairs, including inventory and order tracking in partnership with the Operations team. You assist with repair-related customer service, including intake, finding appropriate solutions, and coordinating pickup of completed repairs. You provide peer feedback based on observations on the floor and in the Repair Room, and complete repair tasks as needed. The role also involves understanding troubleshooting, diagnosis, and resolution processes for Apple products; helping customers understand relevant products, services, and ways to buy; and supporting other customer-facing activities as needed. You contribute to an inclusive environment, demonstrate Apple’s values of inclusion and diversity, and work effectively with colleagues and customers. The schedule is based on business needs and may include nights, weekends, and public holidays.

Requirements

Experience in retail or sales, or related work experience.
Communicate effectively and tailor communication style to different audiences.
Plan, organize, prioritize, and coordinate multiple activities independently and with a team.
Apply an action-oriented, customer-focused mindset, anticipate challenges, and propose potential solutions.
Be curious, open to learning from others, and help others grow.
Demonstrate relevant technical expertise in Apple products and services.
Work in a fast-paced environment and make decisions quickly, including under tight deadlines and pressure.
Demonstrate successful teamwork, shared responsibility, and accountability.
Frequently handle, lift, and move merchandise safely.
Handle sensitive or confidential information in accordance with Apple’s core values.
Be available for a business-needs-based schedule that may include nights, weekends, and public holidays, subject to local laws and approved accommodations.

Responsibilities

Coordinate customer repairs, manage customer expectations, and support an efficient repair workflow.
Organize the Repair Room to support the Genius Bar team.
Plan and coordinate end-to-end operational activities supporting repairs, including managing and tracking inventory and orders with the Operations team.
Assist with customer repair intake, identify appropriate solutions, and manage pickup of completed repairs.
Provide peer feedback based on observations on the floor and in the Repair Room.
Complete repair tasks as needed to support the Genius Bar team and customer demand.
Understand processes for troubleshooting, diagnosing, and resolving technical problems with Apple products.
Provide excellent customer service by understanding customer needs, identifying ownership opportunities, recommending products and services, and educating customers about ways to buy.
Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
Contribute to an inclusive environment and demonstrate Apple’s inclusion and diversity values in daily activities.
Reliably attend scheduled work.