US-Genius Admin

About the Role

As a Genius Admin, you coordinate oversight for skilled technicians, helping to deepen customer trust in Apple. You provide an extraordinary customer experience through swift resolution of technical issues, mentorship for the team, and by keeping your own technical know-how up to date. Your passion for outstanding customer service and empathetic nature are dedicated to helping customers and team members thrive.

Key Responsibilities

• Provide insightful advice and hands-on technical support to customers throughout the repair process.
• Quickly diagnose product issues and clearly explain situations with patience and compassion.
• Offer solutions for repairs or replacements to get users up and running.
• Keep customers informed about their device's repair status and assist with other customer service issues.
• Coordinate the customer pickup process for completed repairs by verifying successful repairs, contacting customers, and managing case notes.
• Fulfill Apple’s dedication to customer service with style, speed, and skill.
• Earn the trust of customers and co-workers by offering mentorship, knowledge, and training.
• Manage end-of-month and new-month paperwork, CRU paperwork, and document storage.
• Collaborate with the Operations team to manage and track service repair inventory.
• Remain highly aware of inventory levels and order replacement consumables as needed.
• Supervise the operational activities in the Repair Room.
• Be highly alert to loss-prevention issues using checks and balances based on processes and reports.

Requirements & Tech Stack

• Diagnostic skills
• People skills
• Customer service
• Mentorship
• Technical know-how
• Patience
• Compassion

Qualifications

• Adept at creative problem solving.
• Motivated to do what’s best for the customer and the team.
• Ability to anticipate and adjust for problems and roadblocks.
• Can make decisions quickly, sometimes under tight deadlines and pressure.
• Provide information that team members need to do their jobs and make accurate decisions.
• You can orchestrate multiple activities simultaneously to accomplish the goal.
• You delegate clearly and comfortably to all team members while sharing responsibility and accountability.