US-Genius

Apple•Greenville, SC

2d•Onsite

About The Position

As a Genius in Apple Retail, you combine functional troubleshooting skills with the ability to inspire excitement about Apple products and services. You deliver exceptional customer service, help customers get the most out of their products, explain repair options and Apple offerings, and perform repairs on Apple products serviced in the store. You also model high standards of service, educate and mentor team members, and help repair customer relationships. You stay current on Apple products, services, and Genius Bar repair processes. You troubleshoot, diagnose, repair, and resolve hardware and software concerns using Apple-provided tools and resources, while supporting customers with care and empathy. You identify customer needs, make relevant product and service recommendations, and educate customers about ways to buy. You work with team leaders to identify recurring repair and service concerns and share feedback with Apple. You also support customer escalations, assist with customer-facing activities as needed, and contribute to an inclusive environment that reflects Apple’s values.

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 sufficient to safely perform hardware repairs.
Availability for a schedule based on business needs, potentially including nights, weekends, and public holidays, and reliable attendance as scheduled, subject to local laws and approved accommodations.

Nice To Haves

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.
Ability to handle customer service issues with care and strong interpersonal skills.
Action-oriented and motivated to do what is best for the customer and Apple, anticipating and adjusting for problems and roadblocks.
Ability to work in a fast-paced environment under tight deadlines and pressure while supporting multiple customers or repairs at once.
Effective communication skills and ability to tailor communication 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

Stay current on 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 Apple hardware and software service concerns.
Understand customers’ needs, identify ownership opportunities, recommend products and services, and educate customers on relevant ways to buy.
Work with team leaders to identify recurring repair problems and service concerns, and ensure feedback is provided to Apple.
Use hardware and software knowledge 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 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.