Job Description
As a Lead Genius at Apple Retail, you will play a vital role in supporting the Store Leadership team and ensuring exceptional customer experiences at the Genius Bar. You will facilitate same-day help and timely repairs for customers, troubleshoot hardware and software issues, and provide excellent service by understanding customer needs. You will also contribute to operational excellence, mentor team members, and identify areas for improvement. You will energize the team, address operational needs, and uphold Apple's values of inclusion and diversity. You are expected to stay up-to-date on all Apple products, services, and repair procedures to support an efficient repair process. This role is crucial in fostering a culture of human connection within the Genius Bar and ensuring that customers receive timely and effective support.
Must Have:
- Extensive knowledge of Apple products and repair processes.
- Ability to troubleshoot and resolve hardware and software issues.
- Excellent customer service and communication skills.
- Ability to mentor and train team members.
- Understanding of store operational procedures.
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. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work. As a Lead, you embody a whole-store mindset and are integral to supporting the Store Leadership team. You play a critical role in facilitating meaningful experiences for both customers and team members, and inform and energize our teams to do their best work and contribute to operational excellence. You actively connect with team members, making sure everyone is equipped with the support, tools, and resources they need to deliver exceptional customer interactions. As a Lead Genius, you help our team deliver exceptional customer experiences by supporting a culture of human connection at the Genius Bar while delivering same-day help and timely repairs for customers. You assist the leadership team with day-to-day responsibilities and you drive operational readiness and sustainability of the Genius Bar and Repair Room. You’re a role model for making quality decisions and helping teams achieve store goals and objectives.Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support an efficient repair process. Support customers having Apple product or software concerns in a timely manner, seeking to understand the issue with empathy, explaining technical issues clearly, setting expectations, and keeping customers updated throughout the interaction. Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software. 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. Work with Genius Bar team members to identify recurring repair problems and other service concerns, and align with the area manager to make sure that feedback is provided to Apple. Use extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the team. Partner with leadership to develop strategies for the Genius Bar team, improving repair processes and the overall customer experience by: identifying, coordinating, and delivering Genius Bar team training, delivering feedback, and providing mentorship. Energize, inform, and align team members about store performance goals, priorities, and communication. Attend to time-sensitive team member feedback, questions, and concerns, and escalate issues to the Store Leadership team as appropriate. Address operational needs of the store, such as opening and closing procedures, cash management, and overrides. 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.
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