CA-Lead Genius
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Key skills for this role
About the Role
Apple is hiring a Lead Genius to support the Genius Bar team, delivering exceptional customer experiences through same-day repairs and technical support. The role involves troubleshooting hardware and software issues, mentoring team members, and driving operational readiness.
Key Skills for This Role
Responsibilities
- Support customers with Apple product or software concerns, troubleshoot, diagnose, repair, and resolve service concerns
- Provide excellent service by understanding customer needs and presenting product recommendations
- Work with Genius Bar team to identify recurring repair problems and provide feedback to Apple
- Partner with leadership to develop strategies for the Genius Bar team, including training and mentorship
- Address operational needs such as opening and closing procedures, cash management, and overrides
Requirements
- Experience in retail or sales, or related work experience
- Ability to visually inspect hardware and fine motor skills to safely conduct repairs
- Experience troubleshooting hardware and software issues in a customer service environment
- Experience mentoring or leading others personally or professionally
- Proficient in written and spoken English
- Proficient in written and spoken French if role is based in Quebec
Full Job Posting
Summary
- Apple Retail is where the best of Apple comes together.
- 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.
Description
- 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.
Minimum Qualifications
- Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled.
- Have experience in retail or sales, or related work experience.
- Have the ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
- Have experience troubleshooting hardware and software issues in a customer service environment.
- Have experience mentoring or leading others personally or professionally.
- Be proficient in written and spoken English, except if your role is based in Quebec (sign language supported).
- Be proficient in written and spoken French if your role is based in Quebec (sign language supported).
Preferred Qualifications
- Demonstrate technical expertise in repairing Apple devices.
- Motivate others to achieve performance goals by fostering open dialog, collaboration, and recognition.
- Resolve conflict and settle differences in productive ways.
- Work in a fast paced environment, and make timely decisions using analytics, experience, and judgment.
- Demonstrate excellent attention to detail and organization skills.
- Work autonomously and be willing to take initiative without close supervision.
- Allocate resources and adjust processes to provide an exceptional customer experience.
- Drive results both individually and through enabling others by leading and collaborating.
- Communicate effectively and tailor your communication style to different audiences.
- Frequently handle, lift, and move merchandise safely.
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