US-Genius

Apple•Tulsa, OK

18h

About The Position

Apple Retail Geniuses combine extensive troubleshooting skills with the ability to inspire excitement about Apple products and services. They deliver exceptional service, help customers get the most out of their Apple products, explain repair options and Apple offerings, and perform repairs on Apple products serviced in the store. They also help resolve customer concerns and model Apple’s high standard of retail service and support. Geniuses keep their knowledge of Apple products, services, and Genius Bar repair processes current. They support customers with care and empathy, troubleshoot and repair hardware and software, and recommend relevant products and services based on customer needs. They share technical knowledge, mentor team members, help address customer escalations, and contribute to an inclusive environment that reflects Apple’s values.

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.
Possess 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.
Show an action-oriented, motivated approach to doing what is best for the customer and Apple, anticipating and adjusting for problems and roadblocks.
Work in a fast-paced environment under tight deadlines and pressure while supporting multiple customers or hardware repairs at the same time.
Communicate effectively and tailor communication 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 educate customers about ways to buy.
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 possible 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 and demonstrating curiosity and Apple’s inclusion and diversity values.