US-Genius

About the Role

Apple Retail brings together the best of Apple to help people do what they love, delivering an only-at-Apple experience. The Genius role combines extensive functional troubleshooting skills with the ability to inspire excitement for Apple’s products and services. You will deliver exceptional service, empower customers, and ensure they are educated about repair options and Apple offerings. You will also perform repairs on all Apple products serviced in the store, excel in repairing relationships with customers, and demonstrate a high standard of service and support.

Key Responsibilities

• Maintain extensive knowledge and stay up-to-date on all Apple products, services, and Genius Bar repair processes and procedures.
• Support customers with Apple product or software issues with care and empathy, using provided tools and resources.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service by understanding customer needs, identifying ownership opportunities, presenting relevant product and service recommendations, and educating customers.
• Work with team leaders to identify recurring repair problems and other service concerns, and provide feedback to Apple.
• Use extensive knowledge of hardware and software components to identify the origin 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 supporting customer-facing activities.
• Contribute to an inclusive environment by respecting differences and demonstrating curiosity.
• Demonstrate Apple’s values of inclusion and diversity in daily activities.

Minimum Qualifications

• Availability to work a schedule based on business needs, including nights, weekends, and public holidays, and reliably attend work as scheduled.
• Experience in retail or sales, or related work experience.
• Possess visual inspection and fine motor skills to safely perform hardware repairs.
• Experience troubleshooting hardware and software issues in a customer service environment.

Preferred Qualifications

• Demonstrated technical expertise of Apple products and services, including repairing devices.
• Ability to analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Skill in navigating customer service issues with care and strong interpersonal skills.
• An action-oriented mindset and motivation to do what’s best for the customer and Apple.
• Ability to work in a fast-paced environment, often under tight deadlines, while supporting multiple customers or hardware repairs.
• Ability to communicate effectively and tailor communication style to different audiences.
• Ability to collaborate and motivate across the store and with key partners to achieve 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.

Compensation and Benefits

• Base pay range: $28.41 - $39.47/hr, dependent on skills, qualifications, experience, and location.
• Opportunity to become an Apple shareholder through discretionary employee stock programs.
• Eligibility for discretionary restricted stock unit awards.
• Opportunity to purchase Apple stock at a discount through the Employee Stock Purchase Plan.
• Benefits include:
• Comprehensive medical and dental coverage.
• Retirement benefits.
• Range of discounted products and free services.
• Reimbursement for certain educational expenses related to advancing your career.
• Potential eligibility for discretionary bonuses, commission payments, and relocation.