Family Room Specialist

Job Description

Summary
The Family Room Specialist promotes excitement around Mac ownership and Apple Retail Stores by
creating a welcoming and exceptional interaction for all Genius Bar and One to One customers.
Whether the client is migrating or upgrading, the Family Room Specialist provides exceptional service
to ensure customers are empowered to get the most out of their device.

Responsibilities
• Maintain a transformational experience for a customer throughout their journey at an Apple Retail
Store.
• Share information and provide service that continuously enhances the customer experience.
• Understand the challenges of being new to technology and shows sensitivity to the customer's level
of technical proficiency.
• Provide complete, appropriate solutions to and build long-term relationships with every One to One
member, iOS, and iPod customer.
• Educate customers on the use of consumer and professional applications based on their goals.
• Be familiar with internal and external training resources.
• Empower customers to learn, create, and share.
• Provide Data Migration services to get customers up and running with their purchase.
• Ensure iPod and iPhone customers are seen at their reservation time.
• Assist and set reasonable expectations for customers who arrive without a reservation.
• Enrich the lives of One to One members, iOS, and iPod customers by providing unparalleled
customer service.
• Use diagnostic tools to deliver complete and accurate solutions for iOS and iPod customers.
• Maintain accuracy in all supported systems that are used to process transactions.
• Develop product knowledge and provide education to the store team through individual and team
conversations.
• Maintain knowledge of current promotions, merchandise features, inventory, policies, and
procedures.
• Present customer with all available service options to appropriately to address customer issues and
partner with manager as needed.
• Conclude each interaction with a confirmation of customer’s satisfaction.
• Perform additional support or service functions within service and training environment as needed.
• Maintain Apple standards at all times.
• Acknowledge customers promptly and provide service through the APPLE Steps of Service.

Qualifications
• Strong interpersonal skills, team player, and the ability to work in a fast-paced environment
• Action-oriented and motivated to do what’s best for the customer and the team, often anticipating
and adjusting for problems and roadblocks
• Ability to make decisions quickly, sometimes under tight deadlines and pressure
• Proven success in team environment demonstrating shared responsibility and accountability with
other team members
• Ability to work in a flexible manner, often performing multiple activities simultaneously

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