At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Crafting great customer experiences is paramount at Apple and one of the key groups that help shape these experiences is the Retail Contact Center (RCC). The RCC Online Personal Setup Specialist engages with customers who purchased Apple products from Apple.Com or our local retail stores. During this engagement, you will take your customer through the ideal customer Setup journey as well as deliver an amazing customer experience throughout the interaction. The Retail Contact Center is looking for motivated, outgoing, and tech-savvy individuals who want to offer Apple customers an unparalleled customer experience over the phone, video and chat. This role in located on our campus in Austin, TX.
2+ years confirmed experience in a customer-facing sales or service environment Customer-focused individual with extraordinary interpersonal skills Naturally build, develop, and maintain relationships with customers Ability to translate 'tech speak' into every day, understandable terms Ability to learn on the fly - exhibiting composure under pressure Demonstrate active listening skills Professional verbal and written communication with presentation skills Ability to work and make decisions with minimal supervision Adept working with ambiguity Skilled at displaying patience in all customer interactions Adept at providing live demos with customers over video Strong organizational skills and the ability to multi-task Display emotional energy throughout the day while connecting with customers You will have experience using a Mac and an iOS devices and operating systems Technical experience in digital media (music, video, photography) a plus Skilled at translating "tech speak" into everyday language for all customers to understand Understands and can discuss technology and has hands-on knowledge of Apple products, applications and services Ability to troubleshoot basic issues related to office technology Ability to type in excess of 45 WPM with 95%+ accuracy Ability and willingness to work a schedule from 6:45 am to 10:00pm (Central) and a five day work week. This may include weekends, holidays, and additional work during other high volume times of the year.
Apple Product Specialists will receive training to deliver an incredible Personal Setup session online including positioning, demonstrating, and sharing features of Apple products. Specialists will be expected to: •Interact with Apple's customers through multiple channels simultaneously •Create, build and champion relationships with customers by providing a unique Setup experience •Have a firm grasp on the Apple ecosystem and be able to communicate technical aspects of our products in non-technical terms •Be familiar with Apple hardware and operating systems. •Understand and convey the positivity of Apple's values to our customers •This position also requires a high degree of flexibility, potentially requiring individuals to work night and weekend hours. Lastly, the Sales Specialist at times may receive call types not related to Setup and will be required to provide support to ensure an exceptional customer journey.
BA/BS preferred or equivalent experience
Apple is a company that designs, manufactures, and markets mobile communication and media devices.