US-Lead Genius

Apple Inc.; University Village (CA); On-site; USD 43,000 - 63,000; Full time

Benefits offered by this job

Medical and dental coverage

Employee stock programs

Product discounts

Job summary

Apple Retail seeks a Lead Genius to join the Genius Bar team at University Village, Seattle. You will provide same-day help, guide repairs, and ensure a high level of customer satisfaction. You’ll support store leadership with daily tasks and drive a culture of quality service.

You’ll mentor teammates, manage repair workflows, and help develop strategies to improve service delivery while upholding Apple’s values of inclusion and diversity.

Qualifications

• Experience in retail or sales.
• Ability to troubleshoot hardware and software issues in a customer service environment.
• Experience mentoring or leading others.

Responsibilities

• Support Genius Bar team to deliver exceptional customer experiences.
• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Lead and mentor team members to improve repair processes and customer service.
• Assist with store operations, training, and performance communication.

Skills

Retail experience

Customer service

Leadership

Hardware troubleshooting

Communication

Tools

Apple hardware repairs

Job description

University Village Seattle, Washington, 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 Lead, you embody a whole-store mindset and are integral to supporting the Store Leadership team. You play a critical role in facilitating meaningful experiences for both customers and team members, and inform and energize our teams to do their best work and contribute to operational excellence. You actively connect with team members, making sure everyone is equipped with the support, tools, and resources they need to deliver exceptional customer interactions.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. You assist the leadership team with day-to-day responsibilities and you drive operational readiness and sustainability of the Genius Bar and Repair Room. You’re a role model for making quality decisions and helping teams achieve store goals and objectives.

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 escalated 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.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.
• Have experience mentoring or leading others personally or professionally.

Preferred Qualifications

• 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.

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 $31.21 and $46.87/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
• 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

Apple accepts applications to this posting on an ongoing basis.