Summary

Posted: Feb 12, 2021

Role Number:200219859

Home Office: Yes

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer ex...Summary

Summary

Posted: Feb 12, 2021

Role Number:200219859

Home Office: Yes

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 Session 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 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 position can be home-based across any city in the US or on-site at our corporate office in Austin, Texas.

Key Qualifications

• Verbal and written fluency in French and English
• 2+ years of experience in a customer-facing sales or service environment
• Strong customer focus with the ability to naturally build, develop, and maintain rapport with customers
• Extraordinary interpersonal skills, including professional business communication and presentation ability
• Strong active listening skills and the ability to display patience in all customer interactions
• Understands and can discuss technology and has hands-on knowledge of Apple products, applications and services
• Ability to translate 'tech speak' into every day, understandable terms
• Adaptability and flexibility to navigate ambiguity towards changing technologies, processes, and environments
• Ability to learn on the fly, exhibit composure under pressure, and maintain a positive attitude in a fast-paced and highly-demanding environment
• Ability to convey upbeat energy throughout the day while connecting with customers
• Strong organizational skills and multitasking ability
• Ability to troubleshoot basic issues related to office technology
• Technical experience in digital media (music, video, photography) a plus

Apple Specialists will receive training to deliver an incredible Online Personal Session 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 and personalized experience
- Maintain a solid understanding of the Apple ecosystem and be able to communicate technical aspects of our products in non-technical terms
- Exhibit a blend of critical thinking and creative problem solving skills to establish solutions for sessions
- Understand and convey the positivity of Apple's values to our customers
- Demonstrate strong sense of teamwork

The Specialist, at times may receive call types not related to Online Personal Sessions and will be required to provide support to ensure an exceptional customer journey.

Education & Experience

BA/BS preferred or equivalent experience

Additional Requirements

• - Flexibility to work between the hours of 7:00 a.m. CST and 8:00 p.m. CST, including weekends and holidays, with the possibility to flex up or down hours depending upon business needs
• - Ability to meet minimum typing speed of 45 WPM with 95%+ accuracy while speaking with customers
• - Ability to offer responses to customers in fast-paced environment, understanding the dynamics and responsibility of written communication
• - At-Home Requirements: A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 2 megabits upload) from a reliable provider.
• If you live in Colorado, please click here. This disclosure is required by Colorado law and only applies to Colorado residents.