US-Genius Admin

About the Role

Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. As a Genius Admin, you’re a service coordinator for all customer repairs, whether it’s a quick repair or a more involved procedure, and you manage customer expectations. Additionally, you coordinate an efficient repair workflow and organize the Repair Room, helping our Genius Bar team provide world-class service for our customers.

Key Responsibilities

• Plan and coordinate all end-to-end operational activities supporting the completion of repairs, including managing and tracking inventory and orders in partnership with the Operations team.
• Assist with customer service issues including the customer repair intake process, support in finding appropriate solutions, and managing the customer pickup process for all completed repairs.
• Provide peer feedback based on observations on the floor and in the Repair Room.
• Complete repair tasks as needed to support the Genius Bar team and customer demand.
• Understand the processes involved in troubleshooting, diagnosing, and resolving technical problems for all of our products.
• Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
• Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.
• Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Requirements & Tech Stack

• Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.

Qualifications

• Communicate effectively and tailor your communication style to different audiences.
• Orchestrate multiple activities to accomplish a goal through planning, organization, and prioritization, both independently and with a team.
• Apply an action-oriented mindset and sense of motivation to do what’s best for the customer and Apple, often anticipating challenges and providing potential solutions.
• Be curious and open to learning from others and helping each other grow.
• Demonstrate relevant technical expertise of Apple products and services.
• Work in a fast-paced environment and make decisions quickly, sometimes under tight deadlines and pressure.
• Draw from experience of successfully working in a team environment, demonstrating shared responsibility and accountability with other team members.
• Frequently handle, lift, and move merchandise safely.
• Be trusted with sensitive or confidential information, keeping with Apple’s core values.

Compensation

• Base pay range: $28.41 - $39.47/hr.
• Base pay will depend on skills, qualifications, experience, and location.
• Opportunity to progress as you grow and develop within the role.

Benefits

• Participation in Apple’s discretionary employee stock programs.
• Eligibility for discretionary restricted stock unit awards.
• Option to purchase Apple stock at a discount through the Employee Stock Purchase Plan.
• Comprehensive medical and dental coverage.
• Retirement benefits.
• A range of discounted products and free services.
• Reimbursement for certain educational expenses, including tuition, for formal education related to advancing your career at Apple.
• May be eligible for discretionary bonuses or commission payments.
• May be eligible for relocation.