Senior Customer Service Specialist

Austin, TX 78701
  • Job Code
    200255188
Summary

Summary

Posted: Jun 8, 2021

Weekly Hours: 40

Role Number:200255188

Home Office: Yes

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

Summary

Posted: Jun 8, 2021

Weekly Hours: 40

Role Number:200255188

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 - and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!

As a Senior Customer Service Specialist, our exceptional service approach and passion for problem solving will create memorable experiences for our Retail customers. We are responsible for customer service recovery, as this team solves for extraordinary customer situations.

This is an at home position and you can live in any city across the US that has available internet infrastructure. You do not need to live in the city this is posted in to be considered.

Key Qualifications

  • Fluent written and verbal language skills in English (required)
  • 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 success setting priorities while working independently
  • Maintains composure across a variety of customer and peer interactions
  • Passion for customer service
  • Ability to listen and accurately comprehend complex customer scenarios
  • Confident and enthusiastic communication skills
  • Adept at working through ambiguous situations and flexibility and openness to seek new tasks as assigned
  • Strong analytical skills and ability to draw conclusions
  • Attention to detail
  • 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

Description

As a Senior Customer Service team member, you will:
Support the Retail Customer Care 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.
Use 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 Service Specialist a great fit for you?
  • Consider the following requirements:
  • You have a private workspace in your house with a door, where ambient noise can be minimized during work hours. You can provide an ergonomic desk and chair. Your workspace allows for the proper installation of your technical equipment. You have, or are you able to get, high-speed internet service meeting minimum bandwidth requirements of 10 mbps downstream and 2 mbps upstream.
  • If you live in Colorado, please click here. This disclosure is required by Colorado law and only applies to Colorado residents.
  • 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 is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.


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Senior Customer Service Specialist

Apple, Inc.
Austin, TX 78701

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