Nashville , Tennessee , United States
Posted: May 27, 2021
Weekly Hours: 40
Role Number: 200251742
At Apple we are responsible for ensuring each customer has a world-class experience. We use innovation to exceed customer expectations, and we always strive to improve. Are you a leader and a problem-solver? Do you like supporting others on your team to improve the customer experience? We are committed to helping employees explore their potential. Do you think you have what it takes? Here's your opportunity to do significant work by providing extraordinary support to your technical team and contributing to making Apple an iconic technology company. As a Lead Genius, you see to it that the entire team-including Geniuses, Technical Experts, Technical Specialists and Genius Admins-provide the appropriate level of customer service at the Genius Bar and throughout the store. You consistently take initiative and are motivated to do what's best for the customer and the store team.
- Effectively filter and communicate priorities and objectives.
- Can delegate to the team clearly and comfortably, while sharing responsibility and accountability.
- Work in a flexible manner, often performing multiple activities simultaneously.
Working alongside the Support Experience Manager, you develop strategies to increase Genius Bar session availability, reduce customer wait times, and meet customer demand. You make sure that all services and repairs align with established procedures, and that Geniuses stay in sync with all AppleCare policies and procedures. You deliver feedback to Geniuses based on observing their sessions and reviewing Genius Room repairs and NetPromoter information. You address Genius customer service issues and work with management to make certain all customer concerns are addressed as quickly as possible. You lead new training and initiatives associated with the services and repair business, and you provide training and feedback to store staff about Genius Bar operations. As the Lead Genius you inform the management team about daily activities and issues that affect the repair and service business. You identify training opportunities and build and support structured development for the Genius Bar Team. You collaborate with the Store Leader and Schedule Planner to oversee Genius Bar staffing and partner with the Support Experience Manager to ensure that the Genius team follows daily break and meal period policies. You will lead monthly round-table discussions in partnership with Genius Bar Leadership. and provide support for Genius interview tasks when requested by the Recruiting team. You stay up to date on current promotions, store initiatives, policies, and procedures, assist with new store openings and maintain Apple standards at all times acknowledging customers promptly and following the APPLE Steps of Service.
Education & Experience
- You anticipate and adjust for problems and roadblocks.
- You make decisions quickly, sometimes under tight timelines and pressure.
- You meet requirements of Genius job.
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