RCC Executive Escalations Representative

Austin, Texas, United States
Support and Service


Posted: Dec 3, 2018
Weekly Hours: 40
Role Number: 200016556
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 – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! We are the essential link between customers and Apple’s Executive Team. The position requires the ability to communicate and interact cross-functionally with multiple levels of management.

Key Qualifications

  • Fluent written and verbal language skills in Portuguese or Spanish is a plus
  • 2-3 years experience in an RCC Escalations or similar Tier 2 customer support environment
  • You have demonstrated outstanding performance in customer service
  • You have a passion for customer service
  • You are resourceful and flexible
  • You are adept at dealing with ambiguity
  • You have excellent written and verbal communication skills
  • You demonstrate advanced judgment, negotiation and creative problem solving skills
  • You are experienced with positioning sensitive and/or confidential issues
  • You demonstrate unparalleled attention to detail
  • You are able to work with limited supervision
  • You are able to work quickly and efficiently under deadline pressure
  • You have extraordinary follow through and organizational ability


We are responsible for damage control and customer service recovery, the RCC Executive Relations Team responds to customer escalations from Apple’s Executive Team, Public Relations, Apple Legal, and Investor Relations. The team handles a wide range of complex problems, including the company’s most serious, sensitive and visible customer satisfaction issues. Additionally, the RCC Executive Relations Team is responsible for daily Customer Satisfaction Survey analysis, coordinating outreach to distressed customers as warranted. We communicate official positioning on company issues, develops creative solutions to complex customer problems, and identifies and escalates opportunities for operational improvements.

Education & Experience

BA/BS preferred, or equivalent relevant experience

Additional Requirements