US-Genius

Apple•Charleston, SC

23h

About The Position

As a Genius in Apple Retail, you combine extensive troubleshooting skills with the ability to inspire enthusiasm for Apple products and services. You provide exceptional, empathetic customer service, help customers understand repair options and Apple offerings, and perform repairs on Apple products serviced in the store. You work to resolve customer concerns and repair relationships, while modeling Apple’s high standard of service and support. You stay current on Apple products, services, and Genius Bar repair processes. You use Apple-provided tools and resources to troubleshoot, diagnose, and resolve hardware and software issues, and help customers get the most from their products. You also educate and mentor team members, share technical knowledge, and support timely resolution of escalated customer concerns. The role contributes to an inclusive environment and may include other customer-facing tasks on or off the sales floor.

Requirements

Be available to work a schedule based on business needs, which may include nights, weekends, and public holidays, and reliably attend work as scheduled, subject to local laws and approved accommodations.
Experience in retail or sales, or related work experience.
Visual inspection and fine motor skills to safely perform hardware repairs.
Experience troubleshooting hardware and software issues in a customer service environment.
Technical expertise in Apple products and services, including device repair.
Ability to analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Strong interpersonal skills and the ability to handle customer service issues with care.
Action-oriented, motivated approach to doing what is best for customers and Apple, including anticipating and adjusting for problems and roadblocks.
Ability to work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs at once.
Effective communication skills and ability to adapt communication style to different audiences.
Ability to collaborate and motivate across the store and with key partners to achieve individual and team goals.
Ability to support and educate the broader team by sharing knowledge, experiences, and insights.
Ability to frequently handle, lift, and move merchandise safely.

Responsibilities

Support customers with Apple product or software issues with care and empathy, using Apple-provided tools and resources.
Troubleshoot, diagnose, repair, and resolve service concerns involving Apple hardware and software.
Educate customers about repair options, Apple offerings, products, services, and relevant ways to buy.
Understand customer needs, identify ownership opportunities, and present product and service recommendations.
Stay knowledgeable about Apple products, services, and Genius Bar repair processes and procedures.
Work with team leaders to identify recurring repair problems and other service concerns, and provide feedback to Apple.
Use knowledge of hardware and software components to identify possible sources of technical concerns and educate team members.
Mentor, support, and serve as a positive role model and resource for Genius Bar team members.
Support leadership in providing timely resolution to customer escalations.
Perform other tasks as needed, including customer-facing activities on or off the sales floor.
Contribute to an inclusive environment, respect differences, and demonstrate Apple’s values of inclusion and diversity.