Senior Customer Service Specialist

Austin, TX 78701
  • Job Code


Posted: Oct 12, 2020

Role Number:200198814

Home Office: Yes

At Apple, we believe that a strong work ethic, a fun environment, creativity and innovation fuel the ultimate c...Summary


Posted: Oct 12, 2020

Role Number:200198814

Home Office: Yes

At Apple, we believe that a strong work ethic, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer engagement is an opportunity to surprise and delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you.

Do you enjoy problem solving? Are you a pro at providing an extraordinary customer experience? The Retail Contact Center Senior Customer Service team may be the team for you. On this team, we support Retail at Apple groups. Responsible for customer service recovery, this team solves for extraordinary customer situations.

This role can be located on our campus in Austin, Texas or At-Home.

Key Qualifications

  • Fluent written and verbal language skills in English (required)
  • A minimum of 2 years of contact center / customer support experience.
  • Proven understanding of Retail business processes, policies and procedures is helpful
  • Experience working in a fast-paced, constantly evolving environment and setting priorities while working independently
  • Maintains composure across a variety of customer and peer interactions
  • A passion for customer service
  • Ability to listen and accurately comprehend complex customer scenarios
  • Confident and enthusiastic communication skills
  • Adept at working through ambiguous situations
  • Strong analytical skills and ability to draw conclusions
  • Attention to detail
  • Flexibility and openness to seek new tasks as assigned
  • Self-motivated, innovative and works well under own initiative
  • Skilled at setting priorities and working to target timelines and metrics
  • Strong teammate and creative problem solver who is resourceful and flexible
  • Enthusiastic about delivering a compassionate customer service experience
  • Demonstrated excellent performance in prior roles
  • Flexibility to work 7 days a week from 7am - 10pm CST with most holidays


As an Senior Customer Service team member, you will:

Support the Retail Contact Center teams through real time telephone support via inbound and outbound calls, email and other tools. This role is expected to be able to provide flexible coverage for all Support teams (Frontline Service and Specialty Support).

Handle critical customer cases and extraordinary scenarios from frontline specialists.

Develop creative solutions to complex customer issues while maintaining service level expectations and target timelines.

Leverage partnerships to resolve unusual situations, including outreach and follow up.

Identify emerging customer trends, suggest process improvements, and share feedback to enhance the customer experience.

Coordinate and work cross-functionally to prevent and resolve critical issues.

Education & Experience

BA/BS preferred, or 5+ years Customer Service, equivalent experience

Additional Requirements

  • Is being an At-Home Senior Customer Service Specialist the best fit for you?
  • Consider the following questions:
  • Do you have a private workspace with a desk and chair in your house with a door, where ambient noise can be minimized during work hours?
  • Does this workspace allow for the proper installation of your technical equipment?
  • Is your workspace able to maintain high-speed internet service meeting minimum bandwidth requirements of 10 mbps downstream and 2 mbps upstream? (monthly allowance provided by Apple)
  • Are you a self-starter who is comfortable in a remote environment?
  • Apple is are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
  • We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Senior Customer Service Specialist

Apple, Inc.
Austin, TX 78701

Join us to start saving your Favorite Jobs!

Sign In Create Account