About the Role
The company Retail is where the best of the company comes together. We bring our expertise to help people do what they love, delivering an only-at-the company experience. At the company, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work. As a Genius Admin, you are a service coordinator for all customer repairs, managing customer expectations while coordinating an efficient repair workflow and organizing the Repair Room. This role is essential in helping our Genius Bar team provide world-class service for our customers.
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Responsibilities
- Plan and coordinate all end-to-end operational activities supporting the completion of repairs, including managing and tracking inventory and orders in partnership with the Operations team.
- Assist with customer service issues including the customer repair intake process, support in finding appropriate solutions, and managing the customer pickup process for all completed repairs.
- Provide peer feedback based on observations on the floor and in the Repair Room.
- Complete repair tasks as needed to support the Genius Bar team and customer demand.
- Understand processes involved in troubleshooting, diagnosing, and resolving technical problems for all products.
- Provide excellent service to the company customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.
- Perform other tasks as needed, including supporting customer-facing activities on or off the sales floor.
- Contribute to an inclusive environment by respecting each other’s differences and having the curiosity to learn.
- Demonstrate the company’s values of inclusion and diversity in daily activities.
Minimum Qualifications
- Available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
- Experience in retail or sales, or related work experience.
- Proficient in the local language, both written and spoken.
Preferred Qualifications
- Communicate effectively and tailor your communication style to different audiences.
- Orchestrate multiple activities to accomplish a goal through planning, organization, and prioritization, both independently and with a team.
- Apply an action-oriented mindset and sense of motivation to do what’s best for the customer and the company, anticipating challenges and providing potential solutions.
- Be curious and open to learning from others and helping each other grow.
- Demonstrate relevant technical expertise of the company products and services.
- Work in a fast-paced environment and make decisions quickly, sometimes under tight deadlines and pressure.
- Draw from experience in successfully working in a team environment, demonstrating shared responsibility and accountability with other team members.
- Frequently handle, lift, and move merchandise safely.
- Be trusted with sensitive or confidential information, in accordance with the company’s core values.
