20 days old

AMR Phone Senior Specialist - AppleCare - Colorado

Colorado Springs, CO 80903
  • Job Code
    200222051
Summary

Summary

Posted: Feb 8, 2021

Role Number:200222051

Home Office: Yes

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

Summary

Posted: Feb 8, 2021

Role Number:200222051

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 here 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.

AppleCare Senior Specialist Advisors support AppleCare Advisors and customers, as well as support the AppleCare business in achieving business goals and objectives. When supporting Apple customers, Senior Specialist Advisors are the voice of Apple, providing world-class customer service, troubleshooting, and support. They represent Apple, embody our values, and are a reflection of the best in the world around us. Supporting our Advisors, Senior Specialists utilize their expertise and knowledge to provide world-class guidance and support. For the AppleCare business, they provide flexible services, 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.

This role may be located in our Austin TX, Elk Grove, CA or At Home Offices.

Key Qualifications

  • Handle each customer's journey and create a positive experience according to Apple Support Credo, quality standards, and business guidelines.
  • Efficiently resolve customers' issues by listening to the customers' needs, utilizing resources and tools, finding innovative solutions, and respecting our customers' time. This may include ongoing contacts for commitments and maintaining responsiveness to customers' expectations.
  • Use balanced judgement, available tools, and resources to provide the best solutions for our customers and Apple.
  • During consultations or customer concerns, be respectful and positive. Assess comprehension during the consultation and respond to the needs of both the internal and external customers. This may require taking over a customer interaction to best support the external customer.
  • Establish trust and communicate optimally with a wide variety of customers according to their needs and communication styles. Cultivate trust, offer compassion, and use interpersonal skills to create, maintain or repair the customer's relationship with Apple.
  • Protect our customers' privacy by ensuring the integrity, accuracy, and confidentiality of their information.
  • Provide Advisors with accurate and up-to date information related to the products and procedures.
  • Actively engage with Advisors by providing feedback on work performed that is in line with business guidance.
  • Engage with Advisors through various modes of delivery for discussion including a 1 to 1 and 1 to many formats ranging from in person, in video, chat, email and discussion board formats.
  • Facilitate interactive discussions with Advisors through roundtables to discuss current trends and provide guidance on handling customer interactions

Description

Operational expectations
Work independently and follow the assigned schedule each day.
Be flexible to support Advisors and customers from various service channels, regions, skill sets and working hours to meet the business needs.
Use technical devices assigned by Apple to establish and maintain proficiency.
Partner with leadership to apply behavioral coaching to meet personal goals for the role by maintaining proficiency and development.
Align with AppleCare's onsite or AHA workplace expectations and Apple's Business Conduct policy and integrity standards.
Adhere to Apple's Information Security policies to protect Apple's confidential and critical information, as well as the information of third parties.
Successfully complete assigned training in a timely manner.
Use available tools and resources to efficiently facilitate each customer experience.
Identify emerging issues and work with business partners for resolution.
Share expertise and feedback with the team, peers, and business partners.
Develop and cultivate skills for troubleshooting our customers' unique needs by having a desire to learn and tackle new challenges.
Respond to and complete administrative tasks on time within Apple's Standards.
Utilize time management skills including multi-tasking, organizing, and prioritizing daily tasks.
Proactively provide constructive feedback, review resources, and recommend improvement to processes.
Responsible for ensuring tools supporting email, voicemail, are fully operational to perform core responsibilities.
Provide feedback to leadership and partners to improve customer and employee experience.
Participate in all Team and Quality meetings that are critical to role.
Evaluate and coach to NorthStars per business guidelines.
Maintain PQS calibration standards to meet business goals and expectations.

Additional Requirements

  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
  • 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.
  • If you are a Colorado resident, this is for you:
  • At Apple, we see the whole you. We carefully consider a wide range of compensation factors, including your background and experience. These considerations can cause your compensation to vary. Apple Support Senior Specialist starts at a minimum annual salary of $40,400. The actual pay may be higher depending on your skills, qualifications, and experience. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Every Apple employee also has the opportunity to become an Apple shareholder, because all team members are eligible for stock grants and also a discount when purchasing Apple stock.
  • We offer all kinds of ways to experience well-being, confidence, and satisfaction. Learn more about Apple benefits.
  • Note: Apple benefits programs are subject to eligibility requirements.


Posted: 2021-02-09 Expires: 2021-03-11

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AMR Phone Senior Specialist - AppleCare - Colorado

Apple, Inc.
Colorado Springs, CO 80903

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