US-Genius Admin

Apple Inc.; Nashville (TN); On-site; USD 42,000 - 64,000; Full time

Job summary

Apple Inc. in Nashville is seeking a Genius Admin to support customers through the repair process with hands-on technical guidance and clear communication. You will diagnose issues, determine repair viability, and coordinate customer pickups while mentoring teammates and maintaining documentation.

You will also help manage repair room operations, inventory, and compliance tasks, ensuring smooth daily service and high customer satisfaction in a fast-paced retail environment.

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.
• Orchestrate multiple activities simultaneously to accomplish the goal.
• Delegate clearly and comfortably to all team members while sharing responsibility and accountability.

Responsibilities

• Provide insightful, hands-on technical support to customers throughout the repair process.
• Diagnose product issues on the spot and explain situations clearly with patience.
• Advise on repairs vs. replacements and keep customers informed of repair status.
• Coordinate customer pickup for completed repairs and manage case notes.
• Mentor team members and share knowledge, tips, and training.
• Oversee end-of-month and new-month paperwork, CRU paperwork, and document storage.
• Collaborate with Operations to manage repair inventory and monitor levels.
• Order replacement consumables as needed and supervise Repair Room activities.
• Maintain loss-prevention checks and process controls.

Skills

Problem solving

Customer service

Mentorship

Team leadership

Job description

Downtown Nashville Nashville, Tennessee, United States Apple Retail

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 your 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

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Apple accepts applications to this posting on an ongoing basis.