US-Genius

Apple•Charleston, SC

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 provide exceptional service, help customers get the most from their products, explain repair options and Apple offerings, and perform repairs on Apple products serviced in the store. You also help resolve customer relationships and uphold Apple’s high standard of service and support. You maintain current knowledge of Apple products, services, and Genius Bar repair processes. You troubleshoot, diagnose, repair, and resolve hardware and software concerns; educate customers about relevant products, services, and purchasing options; and share technical knowledge with teammates. You mentor and serve as a positive role model for Genius Bar team members, support leadership with customer escalations, and may assist with other customer-facing activities on or off the sales floor. The role contributes to an inclusive environment and demonstrates Apple’s values of inclusion and diversity.

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 to work a schedule based on business needs, which may include nights, weekends, and public holidays, and to reliably attend work 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 a technical issue.
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, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs simultaneously.
Effective communication skills and ability to tailor communication style to different audiences.
Ability to collaborate and motivate across the store and among 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

Keep extensive, current 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 on 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 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 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 by respecting differences, learning from others, and demonstrating Apple’s values of inclusion and diversity.