US-Genius

Apple•Orland Park, IL

About The Position

As a Genius in Apple Retail, you combine extensive functional troubleshooting skills with the ability to inspire excitement about Apple products and services. You deliver exceptional service and empower customers to get the most out of their Apple products and services. You educate customers about repair options and Apple offerings, and perform repairs on Apple products serviced in the store. You provide caring, empathetic support to customers with Apple product or software issues, troubleshoot and resolve hardware and software concerns, and help customers understand relevant product and service recommendations. You model exceptional service, educate and mentor team members, and help maintain efficient, high-quality repairs by staying current on Apple products, services, and Genius Bar repair processes and procedures. You also collaborate with team leaders on recurring repair problems and service concerns, support customer escalations, and contribute to an inclusive environment.

Requirements

Experience in retail or sales, or related work experience.
Experience troubleshooting hardware and software issues in a customer service environment.
Visual inspection and fine motor skills needed to safely perform hardware repairs.
Ability to demonstrate 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 ability to handle customer service issues with care.
Action-oriented mindset and motivation to do what is best for the customer 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 repairs at once.
Effective communication skills and ability to adapt communication to different audiences.
Ability to collaborate and motivate across the store and among key partners.
Ability to frequently handle, lift, and move merchandise safely.
Availability to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled, subject to local laws and approved accommodations.

Responsibilities

Support customers experiencing Apple product or software issues with care and empathy, using tools and resources provided by Apple.
Troubleshoot, diagnose, repair, and resolve service concerns involving Apple hardware and software.
Provide excellent customer service by understanding customer needs, identifying ownership opportunities, presenting product and service recommendations, and explaining relevant ways to buy.
Work with team leaders to identify recurring repair problems and other service concerns, and ensure feedback is provided to Apple.
Use knowledge of hardware and software components to identify potential sources of technical concerns and educate team members.
Serve as a mentor, resource, and positive role model for Genius Bar team members.
Support leadership in providing timely resolution to customer escalations.
Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences and demonstrating Apple’s values of inclusion and diversity.
Stay current on Apple products, services, and Genius Bar repair processes and procedures.
Collaborate across the store and with key partners to achieve individual and team goals.
Support and educate the broader team by sharing knowledge, experiences, and insights.