US-Genius

Apple•Jacksonville, FL

About The Position

As a Genius in Apple Retail, you provide exceptional customer service and technical support, helping customers get the most out of Apple products and services. You troubleshoot, diagnose, and repair Apple hardware and software, explain repair options and relevant Apple offerings, and work to resolve customer concerns with care and empathy. You also model excellent service, educate and mentor team members, share technical knowledge, and support leadership with customer escalations. The role contributes to an inclusive environment and demonstrates Apple’s values of inclusion and diversity.

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.
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.
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 focused on what is best for the customer and Apple, anticipating and adjusting for problems and obstacles.
Work in a fast-paced environment under tight deadlines and pressure while supporting multiple customers or repairs simultaneously.
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

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.
Educate customers about repair options and Apple offerings, identify their needs, and recommend relevant products and services.
Stay current on Apple products, services, and Genius Bar repair processes and procedures to support efficient, high-quality repairs.
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.
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 customer-facing activities on or off the sales floor.
Contribute to an inclusive environment, respect differences, and demonstrate Apple’s inclusion and diversity values.