Services Senior Specialist

Sacramento, CA 95814
  • Job Code
    200285899
Summary

Summary

Posted: Sep 9, 2021

Weekly Hours: 40

Role Number:200285899

Home Office: Yes

Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary p...Summary

Summary

Posted: Sep 9, 2021

Weekly Hours: 40

Role Number:200285899

Home Office: Yes

Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what can be accomplished!

The people at Apple don't just craft products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.

We are currently seeking a Senior Specialist to support the AppleCare Agreement Administration team. This role can be based on site in Elk Grove or from home in the United States.

Key Qualifications

  • Previous Senior Specialist experience preferred.
  • Minimum six-months experience in Agreement Administration support cue.
  • Experience working with GCRM, SAP, and ACS Support Tool
  • Strong knowledge of the current procedures in Agreement Administration
  • Partner with leadership to apply behavioral coaching to meet personal goals for the role by maintaining proficiency and development.
  • Advanced judgment, troubleshooting, and problem-solving skills
  • Excellent verbal and written communication skills
  • Must be comfortable working in gray areas and dealing with ambiguity
  • Able to work in a team environment with a positive attitude
  • Passion for excellent customer service
  • Strong technical aptitude and attention to detail
  • Resourcefulness and flexibility
  • Outstanding follow-through and organizational ability
  • Ability to demonstrate advanced judgement and prioritize multiple workflows
  • Willingness to train and support all Service LOB's; including Agreement Administration, Apple Pay, MSS and iOS.

Description

Services Senior Specialists support a variety of Services Advisors and customers, as well as the Services department in achieving business goals and objectives. When supporting Apple customers, Senior Specialists are the voice of Apple, providing world-class customer service and support. They represent Apple, embody our values, and are a reflection of the best in the world around us. Supporting the Advisors, Senior Specialists utilize their expertise and knowledge to provide world-class guidance and support. They provide support, insights, and valuable feedback to help the business improve Advisor performance.

A successful Senior Specialist listens to our customers and Advisors, while using their expertise, creativity, and passion to exceed their expectations - and remind them that behind our great products and services, are amazing people to support them. They provide procedural, tools related, performance driven and case handling guidance to Advisors. Senior Specialists meet with Advisors individually and in groups to foster successful development. Senior Specialist partner with Team Managers to understand and coach to the unique performance of their team. They participate in Specialist-led projects to help improve the internal and external customer experience, as well as the overall performance of the organization. Utilize tools and resources to "see around corners" and proactively identify opportunities within the Services organization.

Additional Requirements

  • - Flexible to work between the hours of 7:00 a.m. CST and 10:30 p.m. CST including weekends and holidays.
  • - This position is performed on-site at our Elk Grove, CA campus or from home in the United States.


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Services Senior Specialist

Apple, Inc.
Sacramento, CA 95814

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