Customer Relations Advisor - Austin Site

Austin, Texas, United States
Support and Service

Summary

Posted:
Role Number: 200050269
You’re a problem-solver and easily connect with customers! You exceed their expectations with your guidance, knowledge, and real passion for technology. You’re enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You’re not only here to help fix issues, but also provide an incredible customer experience. If this sounds like you, you could be the next Customer Relations Advisor. We’re committed to helping employees explore their potential. This position is located on-site at the Apple campus in Austin, TX.

Key Qualifications

  • Minimum 2 years experience navigating and resolving various customer inquiries
  • Experience supporting customers via phone, e-mail, chat, and/or in person
  • Passion for customer service and ownership of the customer experience including comprehensive issue resolution
  • Able to effectively tailor communication and style to differing audiences
  • Able to self manage and work independently in a fast-paced, constantly changing environment
  • Thrives on a team where expertise is shared and feedback is welcomed
  • Effective time management including ability to multi-task, organize and prioritize
  • Able to research and grasp information across multiple tools while talking with customers

Description

We expect everything from an Advisor that our customers do and we want Apple to be a reflection of the world around us. As our customers’ point of contact, you’ll be the friendly voice of Apple, providing world-class customer service, troubleshooting, and support. We’ll rely on you to listen to our customers and use your expertise, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people. Because we believe our individual backgrounds, perspectives, and passions help us create the ideas that move all of us forward. We’ll train you to be the best. As a Customer Relations Advisor, you’ll be responsible for communicating official positioning on company issues, identifying and escalating emerging product or customer dissatisfaction issues, identifying opportunities for operational enhancements and suggesting improvement strategies. You’ll support our customers prior to and/or after returns, servicing or exchanges, providing award-winning customer service. We will count on you to develop creative solutions in a timely manner to meet customer needs. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.

Education & Experience

Additional Requirements

  • Available to attend approximately 7-8 weeks of required training on a fixed schedule that may include weekends
  • Flexible to work between the hours of 7:00 a.m. CST and 10:30 p.m. CST including weekends and holidays, with the possibility to flex up or down hours depending upon business needs
  • Successful completion of a pre-employment assessment and background check
  • Successful completion of initial training
  • Able to meet minimum typing speed of 40 WPM while talking with customers