Retail Customer Care Coach

Austin, TX 78701
  • Job Code
    200265840
Summary

Summary

Posted: Jul 15, 2021

Role Number:200265840

At Apple, we are committed to delivering the best in class experience in all aspects of our business. The Learning Team is no exce...Summary

Summary

Posted: Jul 15, 2021

Role Number:200265840

At Apple, we are committed to delivering the best in class experience in all aspects of our business. The Learning Team is no exception. We have an open position for an enthusiastic, motivated trainer to join our team. You would be responsible for meeting regional Retail Customer Care (RCC) training requirements by crafting and delivering according to training strategy. You would also be accountable for the development and review of training programs that was identified through needs analysis. You would also need to be able to work collaboratively with members of the Learning Team (local, in region and worldwide) and with partners across the organization.

This role is located on our campus in Austin, Texas.

Key Qualifications

  • Proven experience in Multimedia (Video), including experience in Final Cut Pro -Motion, preferred
  • Experience in Web design and/or Development, preferred
  • Proven track record in effective coaching outcomes, influence, and people development
  • Experience in skill gaps and assess coaching needs and methodology
  • Experience with learning management systems, performance data analysis and reporting tools
  • Excellent presentation/facilitation skills
  • Ability to work efficiently under deadline with numerous projects on hand
  • Strict adherence to company policy on confidential materials

Description

In this position, you will have the opportunity to join an amazing, robust, and agile team responsible for supporting our extraordinary Apple Retail Customer Care teams. As part of the larger RCC organization, our Regional Learning team acts as the gatekeepers of Apple culture by providing an extraordinary experience to both our employees and external partners alike. Apple has an exciting, high performance culture. If you are results driven, a self-starter, and ready to "Think different," come join us. Core responsibilities include:
-Work with business partners in identifying performance issues, drafting and executing coaching strategy, delivering workshop in a professional and "Apple" manner
-Engage partners to identify and prioritize coaches for group performance coaching based on analysis of customer interactions, calibration assessments and performance metrics
-Collaborate with training partners to align coaching efforts with training strategy, focusing on knowledge application improvement and enhancement
-Provide expert advice on follow-up coaching activities and support ongoing coaching conversations along with team supervisors
-Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting
-Partner and support Vendor Managers in leading calibration sessions within functional line of business to align understanding of behavior set by Apple standard
-Review customer interactions in preparation for coaching session and calibration purposes
-Ensure the success of coaching through analysis, reporting and feedback
-Support vendors in learning solutions, including coaching needs identified through change management and business updates
-Develop competency based coaching workshops for developmental purposes

Education & Experience

Bachelor's degree or equivalent experience

Additional Requirements

  • -Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
  • -Drive for quality results and demonstrates high degree of determination
  • -Excellent verbal, written and interpersonal communication skills
  • -Adaptive to changing technologies, process and environments
  • -Customer service or sales experience preferred -Previous coaching or management experience is plus
  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We take affirmative action to ensure 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. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.


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Retail Customer Care Coach

Apple, Inc.
Austin, TX 78701

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