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.
• 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.
• 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 Apple 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

• Availability to work a schedule based on business needs that may include nights, weekends, and public holidays.
• Ability to reliably attend work as scheduled.
• Experience in retail or sales, or related work experience.

Qualifications

• Ability to communicate effectively and tailor communication style to different audiences.
• Skill in orchestrating multiple activities to accomplish a goal through planning, organization, and prioritization, both independently and with a team.
• Action-oriented mindset and motivation to do what’s best for the customer and Apple, often anticipating challenges and providing potential solutions.
• Curiosity and openness to learning from others and helping each other grow.
• Relevant technical expertise of Apple products and services.
• Ability to work in a fast-paced environment and make decisions quickly, sometimes under tight deadlines and pressure.
• Experience working in a team environment, demonstrating shared responsibility and accountability.
• Ability to frequently handle, lift, and move merchandise safely.
• Trustworthiness with sensitive or confidential information.