Apple Mobility Specialist in Austin, Texas

Mobility Specialist

Job Number: 113797234

Austin, Texas, United States

Posted: 17-May-2018

Weekly Hours: 40.00

Job Summary

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

The Mobility Expert will educate customers on features and functionality of iPhone OS driven products (iPhone, iPad, and iPod touch), translate use cases into customer recommendations, review carrier and data plan options and, ultimately, complete the transaction with the customer while providing a world-class customer experience. Each Mobility Specialist/Advisor will utilize excellent decision-making, judgment and communication skills to respond to calls from customers regarding products, carrier selection, data plans, placing the order to what to expect once the customers receives their Apple product.

This role is located on our campus in Austin, Texas.

Key Qualifications

  • Customer focused, detail-oriented individual

  • 1-2 years experience at carrier retail site or carrier call center location

  • Have a service/problem resolution mindset and excellent problem solving skills

  • Empathic and understanding

  • Ability to see each customer's issue

  • Have the ability to multi-task between customer call and carrier call

  • High attention to detail and excellent listening skills

  • Better-than-average understanding of error codes and the best path to resolve the customer’s obstacle to purchase

  • Exceptional interpersonal skills required

  • Demonstrates strong verbal and written communication skills

  • Contact center and mobile experience preferred, including plan expertise

  • Experience in high tech sales or customer service a plus

  • Driver for sales results, demonstrating a high degree of drive and determination

  • Adaptive and flexible to changing technologies, process and environments

  • Comfortable working with ambiguity

  • Experience with both Mac & PC

  • Previous experience working in a fast-paced B2C/B2B e-commerce environment is a plus

  • Ability to work independently

  • Flexibility to work varied shifts on a 7-day schedule between the hours of 6am-midnight (Central)Description

The ideal candidate will:

• Be passionate about Apple products, technology and understand the mobile market including a point of view on where technology is headed, who are the key players, data and rate plan use cases and how to effectively and efficiently provide our customers with an objective recommendation

• Learn about Apple products and become an expert on the Mobile platform product features and related accessories

• Understand Apple's Digital Lifestyle strategy and how Mobile devices fit into this strategy

• Ability to passionately present the feature rich capabilities of Apples innovative products and service offerings

• Provide consultative, impartial solution recommendations to the customer

• Capacity to understand simple to complex issues, adapting to a variety of customer skill levels to ultimately provide a positive customer experience

• Exercise multi-tasking skills when managing multiple systems and applications

• Proactively utilize strong problem solving skills in order to deliver customer focused solutions

Education

BA/BS preferred, or equivalent relevant experience

Additional Requirements