Senior Customer Service Team Leader

Austin, TX 78701
  • Job Code
    200239146
Summary

Summary

Posted: Apr 20, 2021

Role Number:200239146

Home Office: Yes

At Apple, we believe diligent work in a fun environment, creativity and innovation fuel the ultimate customer e...Summary

Summary

Posted: Apr 20, 2021

Role Number:200239146

Home Office: Yes

At Apple, we believe diligent work in a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and encourage. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with YOU! The Retail Customer Care Frontline Team Leader will lead the management and development of a team of employees within the RCC. The Team Leader will advocate customer-centric solutions to business challenges, ensuring the contact center achieves service level goals and provide customers with an extraordinary Apple Experience!

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

Key Qualifications

  • 2+ years management preferred
  • Proven experience in RCC
  • Sales and Service experience required
  • Be a motivated self-starter
  • Be detail oriented
  • Have excellent interpersonal skills, both verbal and written
  • Be a great teammate
  • Have a strong work ethic
  • Possess leadership skills

Description

The Senior Customer Service Team Leader is responsible for providing daily supervision and promoting the development of phone representatives in the Retail Customer Care organization. You are a customer focused person who is self-motivated, friendly and has a passion to solve client issues in an efficient and effective manner. In addition, you will field customer inquires regarding order status and order change requests while providing exceptional customer satisfaction. Our representatives will utilize excellent decision-making, judgment and communication skills to respond to calls from customers regarding products and orders. You will have experience working in a fast-paced customer support and B2C e-commerce environment.

Additional Responsibilities include the following:
-Meet overall call monitoring goals
-Meet standard performance goals
-Participate in hiring and training development as needed
-Perform HR and administrative duties
-Hold weekly staff meetings
-Conduct employee one on one's and yearly focal reviews
-Actively manage the performance of their team
-Define goals and expectations for direct reports
-Measure and report attainment of goals
-Monitor agent training requirements
-Share best practices
-Seek and take action on improvement opportunities
-Genuinely engaged in and supportive of cultural diversity
-Able to engender a strong team spirit and promote a happy, safe working environment

Education & Experience

RCC Experience

Additional Requirements

  • At- Home Requirements: A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 3 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.
  • 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. If you'd like more information about your EEO rights as an applicant, please click here. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. For more information, please click here. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.


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Senior Customer Service Team Leader

Apple, Inc.
Austin, TX 78701

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