US-Genius

Apple Inc.; Westlake (OH); Hybrid; USD 57,000 - 79,000; Full time

Benefits offered by this job

Medical and dental coverage

Retirement benefits

Product discounts

Stock programs

Tuition reimbursement

Job summary

Apple Inc. is seeking a Genius for Apple Retail in Westlake, OH. You will combine extensive troubleshooting skills with the ability to inspire excitement for Apple products and services, empowering customers to get the most from their devices.

You will repair hardware and software, educate customers on repair options, and mentor team members. The role emphasizes inclusion, exceptional service, and collaboration with store leadership.

Qualifications

• Retail or sales experience required.
• Ability to inspect visually and perform hardware repairs.
• Experience troubleshooting hardware and software in a customer service environment.
• Must be available to work nights, weekends, and holidays.

Responsibilities

• Provide expert service and educate customers on repairs and Apple offerings.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Support troubleshooting with tools and resources provided by Apple.
• Mentor and support Genius Bar team members and share knowledge.
• Contribute to an inclusive, diverse store environment.

Skills

Retail experience

Troubleshooting hardware

Troubleshooting software

Customer service

Communication

Job description

Westlake, Ohio, United States Apple Retail

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 Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for Apple’s products and services. You deliver exceptional service and empower customers to get the most out of their Apple products and services. A Genius makes sure customers are educated about repair options and Apple offerings, and performs repairs on all Apple products serviced in the store.A Genius excels in repairing relationships with customers and demonstrates the high standard of service and support in our retail stores. You enhance team knowledge by modeling exceptional service and educating and mentoring team members.

Description

Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.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 team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.Use extensive knowledge of hardware and software components to identify where technical concerns may originate from and educate others on the team.Serve as a Mentor, resource, and positive role model for Genius Bar team members.Support leadership in providing timely resolution to customer escalations.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.

Minimum Qualifications

• You should:
• 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, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.

Preferred Qualifications

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Navigate customer service issues with care and strong interpersonal skills.
• Apply an action-oriented mindset and sense of motivation to do what’s best for the customer and Apple, often anticipating and adjusting for problems and roadblocks.
• Work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs at the same time.
• Communicate effectively and tailor your communication style to different audiences.
• Collaborate and motivate across the store and and among key partners to achieve individual and overall team goals.
• Support and educate the broader team by sharing knowledge, experiences, and insights.
• Frequently handle, lift, and move merchandise safely.

At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $27.37 and $37.95/hr, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.
Learn about accessibility in Apple’s workplace
Learn about reasonable accommodations for job applicants