Apple Support Customer Relations Team Manager

Apple, Inc.

Posted 2 weeks ago

Apply Now

Job Description

Summary

Summary

Posted: Oct 22, 2019

Weekly Hours: 40

Role Number: 200113590

Home Office: Yes

You're passionate about encouraging others to achieve the highest level of service in every interaction. You obsess over the customer experience. You're a role model and leader who advocates for their team. You're invested in your work relationships and hold yourself and your team to a high standard of accountability. You're naturally curious and gravitate towards tools and resources that enrich your team. If you are ready to encourage and lead, join Apple and help us leave the world better than we found it

The Apple Support Customer Relations team is looking for an At Home Team Manager fluent in Canadian French and English to manage a team of advisors. The Customer Relations advisors are the highest point of phone escalation for Apple customers. They are responsible for customer recovery and retention and providing an extraordinary experience. This role requires you to work between the hours of 8 a.m. and 5 p.m. Central Standard Time Monday through Friday. You will be available for your team during their shifts and support the organization as needed, which may include weekends and/or holidays

This is a work from home position and you can live in any city across the US. You do not need to live in the city this is posted in to be considered

Key Qualifications

  • 2+ years in a people management capacity in a large or multi-site inbound contact center or dynamic environment supervising 15+ frontline employees
  • Fluency in Canadian French and English
  • Knowledge of contact center management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed
  • Experience with leading teams remotely or in the virtual office environment, preferred but not required
  • Experience with using technology to craft team cohesiveness and establish rapport
  • Demonstrates real passion for technology and the ability to coach to technical concepts
  • Builds relationships and seeks to understand what motivates individuals
  • Prioritizes mentoring needs and experience in developing employees to achieve excellent customer service results
  • Ability to develop mentorship plans that incorporates observations and key performance trends
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals
  • Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
  • Solution oriented leader who demonstrates creativity and curiosity
  • Able to adapt and flex schedule to align with business needs

Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and encourage. We focus on all the small details to have the biggest impact!

The Customer Relations Team Manager is responsible for providing daily leadership and promoting the development of Customer Relations advisors. This leader is self-motivated, friendly and has a passion to support your advisors in an efficient and effective manner. You handle performance and develop remote Advisors through one-on-ones, check-ins, contact evaluations, and feedback within pre-defined coaching structure.

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

Bachelors degree preferred, or equivalent experience

Additional Requirements

  • AT HOME REQUIREMENTS:
  • - A quiet workspace, ergonomic chair, and desk
  • - High-speed Internet service (10 megabits download and 3 megabits upload) from a reliable provider


Posted: 01 November, 2019