AMR Retail Executive Relations Representative
Austin,Texas,United States
Corporate Functions
Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for an AMR Retail Executive Relations Representative to help us do extraordinary things. At Apple, we believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on even the smallest of details, we can make a significant impact on the customer experience. The Retail Executive Relations Team is responsible for customer service recovery. The team responds to critical customer issues from Apple's Executive Team, Public Relations, Apple Legal, Investor Relations, and other stakeholders. Representatives handle a wide range of complex problems, including the company's most serious, sensitive, and visible customer satisfaction issues. Representatives will often liaise with business partners to identify and resolve improvement opportunities. Representatives exercise judgment and discretion to decide the appropriate course of action when needed.
Description
On this team you will be responsible for managing an active case load and connecting via phone with distressed customers. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out opportunities for improvements to business partners and senior leadership. In addition, you will contribute to an inclusive environment through respecting each others' differences and having the curiosity to learn as well as demonstrate Apple's values of inclusion and diversity in daily activities.
Minimum Qualifications
3+ years customer-facing experience in a contact center or technology retail store environment
Consistently meets or exceeds customer satisfaction goals
Experience de-escalating sensitive customer issues by phone or in person
Key Qualifications
Preferred Qualifications
Experience with positioning sensitive and confidential outcomes
Ability to read, write, and speak Spanish or Brazilian Portuguese fluently
Comfortable challenging the status quo to find improvements for the customer experience
Genius Bar experience in Apple Retail or experience troubleshooting electronicdevices with customers
Adjusts communication content and style to meet the needs of diverse stakeholders
Actively seeks input from pertinent sources to make timely and well informed decisions
Gains and applies knowledge of the organization to advance multiple objectives
BA/BS or equivalent relevant experience
Education & Experience
Additional Requirements
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Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant (Opens in a new window) .
Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .
Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you're applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.
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Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .
