US-Genius Admin

About the Role

As a Genius Admin, you help deepen our customers' trust in Apple by coordinating oversight for one of our many skilled technicians. You create an extraordinary customer experience by providing swift resolutions to technical issues, and offer mentorship to the team, building their product knowledge while keeping your own technical know-how up to date.

Key Responsibilities

• Provide insightful advice and friendly, hands-on technical support to customers throughout the repair process.
• Quickly diagnose product issues on the spot, explaining situations with patience and compassion.
• Offer solutions for repairs or replacements to get users up and running again.
• Keep customers informed about their device's repair status and assist with other customer service issues.
• Coordinate the customer pickup process by verifying successful repairs, contacting customers, and managing case notes.
• Fulfill Apple’s dedication to customer service with style, speed, and skill.
• Offer mentorship, knowledge, and training to team members.
• 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 skills
• Diagnostic tools

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.
• Ability to orchestrate multiple activities simultaneously to accomplish goals.
• Ability to delegate clearly and comfortably to all team members while sharing responsibility and accountability.