RCC Setup Specialist (English)

Austin, Texas, United States
Support and Service

Summary

Posted: Oct 22, 2018
Weekly Hours: 40
Role Number: 113985857
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. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Crafting great customer experiences is paramount at Apple and one of the key groups that help shape these experiences is the Retail Contact Center (RCC). The RCC Online Personal Setup Specialist engages with customers who purchased Apple products from http://apple.com or our local retail stores. During this engagement, you will take your customer through the ideal customer Setup journey as well as deliver an amazing customer experience throughout the interaction. The Retail Contact Center is looking for motivated, outgoing, and tech-savvy individuals who want to offer Apple customers an unparalleled customer experience over the phone, video and chat. This role in located on our campus in Austin, TX.

Key Qualifications

  • 2+ years confirmed experience in a customer-facing sales or service environment
  • Customer-focused individual with extraordinary interpersonal skills
  • Naturally build, develop, and maintain relationships with customers
  • Ability to translate ‘tech speak’ into every day, understandable terms
  • Ability to learn on the fly – exhibiting composure under pressure
  • Demonstrate active listening skills
  • Professional verbal and written communication with presentation skills
  • Ability to work and make decisions with minimal supervision
  • Adept working with ambiguity
  • Skilled at displaying patience in all customer interactions
  • Adept at providing live demos with customers over video
  • Strong organizational skills and the ability to multi-task
  • Display emotional energy throughout the day while connecting with customers
  • You will have experience using a Mac and an iOS devices and operating systems
  • Technical experience in digital media (music, video, photography) a plus
  • Skilled at translating “tech speak” into everyday language for all customers to understand
  • Understands and can discuss technology and has hands-on knowledge of Apple products, applications and services
  • Ability to troubleshoot basic issues related to office technology
  • Ability to type in excess of 45 WPM with 95%+ accuracy
  • Ability and willingness to work a schedule from 6:45 am to 10:00pm (Central) and a five day work week. This may include weekends, holidays, and additional work during other high volume times of the year.

Description

Apple Product Specialists will receive training to deliver an incredible Personal Setup session online including positioning, demonstrating, and sharing features of Apple products. Specialists will be expected to: •Interact with Apple’s customers through multiple channels simultaneously •Create, build and champion relationships with customers by providing a unique Setup experience •Have a firm grasp on the Apple ecosystem and be able to communicate technical aspects of our products in non-technical terms •Be familiar with Apple hardware and operating systems. •Understand and convey the positivity of Apple’s values to our customers •This position also requires a high degree of flexibility, potentially requiring individuals to work night and weekend hours. Lastly, the Sales Specialist at times may receive call types not related to Setup and will be required to provide support to ensure an exceptional customer journey.

Education & Experience

BA/BS preferred or equivalent experience

Additional Requirements

  • • Ability to offer responses to customers in fast paced environment, understanding the dynamics and responsibility of written communication
  • • Independent thinker with a passion for self-owned career development
  • • Creative problem solver
  • • Adept working with ambiguity
  • • Ability to maintain a positive attitude in high-stress/fast-paced work environment
  • • Drive for results, demonstrates high degree of drive and determination
  • • Adaptive and flexible to changing technologies, process and environments
  • • Ability to work and make decisions with minimal supervision
  • • Strong organizational skills
  • • Flexibility to work shifts on a 7 day schedule
  • • Team player