US-Lead Genius

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 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 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. Youre a role model for making quality decisions and helping teams achieve store goals and objectives.

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 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 diagnose repair and resolve service concerns for Apple hardware and 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 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. nnUse extensive knowledge of hardware and software components to identify where technical issues may originate from and educate others on the 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 inform and align team members about store performance goals priorities and to time-sensitive team member feedback questions and concerns and escalate issues to the Store Leadership team as operational needs of the store such as opening and closing procedures cash management and other tasks as needed including but not limited to supporting customer-facing activities on or off the sales to an inclusive environment by respecting each others differences and having the curiosity to Apples values of inclusion and diversity in daily activities.

You should:nBe 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 experience in retail or sales or related work the visual inspection and fine motor skills to safely perform hardware experience troubleshooting hardware and software issues in a customer service experience mentoring or leading others personally or professionally.

You can:nDemonstrate technical expertise in repairing Apple others to achieve performance goals by fostering open dialog collaboration and conflict and settle differences in productive in a fast-paced environment and make timely decisions using analytics experience and excellent attention to detail and organization autonomously and be willing to take initiative without close resources and adjust processes to provide an exceptional customer results both individually and through enabling others by leading and effectively and tailor your communication style to different handle lift and move merchandise safely.