US-Genius Admin

Apple; Nashville (TN); On-site; USD 42,000 - 56,000; Full time

Job summary

Apple in Nashville is seeking a Genius Admin who guides a team of technicians with hands-on diagnostic skills and exceptional customer service. You will coordinate repair workflows, mentor colleagues, and keep product knowledge current to deliver swift, confident resolutions.

In this role you also handle end-of-month tasks, maintain repair room operations, and collaborate with Operations to track inventory while upholding Apple’s standards for trust and service.

Qualifications

• Creative problem solving abilities to resolve issues on the spot.
• Customer-focused approach providing excellent service.
• Ability to make quick decisions under tight deadlines.

Responsibilities

• Provide insightful, hands-on technical support and guidance to customers throughout the repair process.
• Diagnose product issues on the spot and explain situations clearly with patience.
• Coordinate customer pickup and repair status communications; maintain case notes.
• Mentor team members and share knowledge to build capabilities.
• Manage end-of-month and new-month paperwork and collaborate on inventory control.

Skills

Creative problem solving

Customer focus

Decision making under pressure

Team mentorship

Multi-tasking

Clear delegation

Job description

Summary

Do you love hands‑on problem solving? Are you passionate about sharing your technical knowledge and guidance with others? As a Genius Admin, you help deepen our customers' trust in Apple by coordinating oversight to one of our many skilled technicians.

Using your amazing diagnostic and people skills, you create an extraordinary customer experience that provides them with swift resolutions to their technical issues. You also provide mentorship for our team and build their knowledge about products, while individually keeping your own technical know‑how up to date.

With your passion for delivering outstanding customer service and your empathetic nature, you are dedicated to providing the advice and support that help our customers and team members thrive.

Description

As a Genius Admin, you provide insightful advice and friendly, hands‑on technical support to our customers throughout the different stages of the repair process. You quickly diagnose product issues on the spot, clearly explaining situations with patience and compassion.

After determining whether repairs can be done or a replacement is needed, you offer solutions to get users up and running again. You keep customers informed about their device's repair status and assist with other customer service issues that may arise during the process.

You also coordinate the customer pickup process for all completed repairs by verifying successful repairs, contacting customers, and managing case notes. Throughout the process, you fulfill Apple’s dedication to customer service with style, speed, and skill.

You also earn the trust of customers and co‑workers alike by offering mentorship, knowledge, and even tips and training.

Additionally, you will manage end‑of‑month and new‑month paperwork, CRU paperwork, and document storage. You will collaborate with the Operations team to manage and track service repair inventory and remain highly aware of inventory levels.

You will order replacement consumables as needed and supervise the operational activities in the Repair Room. You will be highly alert to loss‑prevention issues using checks and balances based on processes and reports.

Preferred 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.
• You can orchestrate multiple activities simultaneously to accomplish the goal.
• You delegate clearly and comfortably to all team members while sharing responsibility and accountability.

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.