US-Genius

Apple•Houston, TX

10d

About The Position

As a Genius in Apple Retail, you use extensive functional troubleshooting skills to help customers get the most out of Apple products and services. You provide an exceptional, empathetic customer experience, explain repair options and Apple offerings, and perform repairs on Apple products serviced in the store. You also help resolve customer relationships and model Apple’s high standard of retail service and support. You keep current on Apple products, services, and Genius Bar repair processes. You troubleshoot, diagnose, repair, and resolve hardware and software concerns, while identifying customer needs and recommending relevant products and services. You contribute to team knowledge by mentoring and educating colleagues, sharing feedback about recurring issues, supporting escalations, and fostering an inclusive environment.

Requirements

Be available 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.
Have experience in retail or sales, or related work experience.
Have the visual inspection and fine motor skills needed to safely perform hardware repairs.
Have experience troubleshooting hardware and software issues in a customer service environment.

Nice To Haves

Demonstrate technical expertise in Apple products and services, including device repair.
Analyze problems and follow troubleshooting steps to identify the root cause of technical issues.
Handle customer service issues with care and strong interpersonal skills.
Apply an action-oriented, motivated approach that prioritizes the customer and Apple and anticipates or adjusts for problems and roadblocks.
Work in a fast-paced environment under tight deadlines and pressure while supporting multiple customers or repairs at once.
Communicate effectively and adapt communication style to different audiences.
Collaborate and motivate 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.
Frequently handle, lift, and move merchandise safely.

Responsibilities

Maintain extensive, up-to-date knowledge of Apple products, services, and Genius Bar repair processes and procedures.
Support customers experiencing 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.
Understand customer needs, identify ownership opportunities, recommend products and services, and explain relevant purchasing options.
Work with team leaders to identify recurring repair problems and service concerns and provide feedback to Apple.
Use knowledge of hardware and software components to identify potential sources of technical concerns and educate team members.
Mentor, support, and serve as a positive role model for Genius Bar team members.
Support leadership in resolving customer escalations in a timely manner.
Perform other tasks as needed, including customer-facing activities on or off the sales floor.
Contribute to an inclusive environment by respecting differences, learning from others, and demonstrating Apple’s inclusion and diversity values.