Service Specialist- Canton

Simply Mac, Inc.
Oct 06, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time

The Service Specialist is a master at working with our customers to diagnose and repair mobile devices in a manner that exceeds the expectations set forth by Apple and our customers. Maintains the necessary Apple Certifications to ensure that we are have the knowledge to keep up with changes in policies and procedures necessary become a Premium Service Provider. Provides exemplary customer service by demonstrating care and empathy unmatched by our competitors.

Key Objectives

Deliver Financial Results

Meet or exceed the following Personal goals:

* Monthly Gross Profit

* Apple CSAT

* Apple Service Metrics

Ensure that all service parts are returned in a timely manner as outlined by Apple.

Embrace a culture around operational excellence within the store by following store protocols for cash handling, sales/return policies, and adhere to policies designed to deter shrink.

Enhance the Customer Experience

* Deliver a personal NPS score that is indicative of a transformational customer experience.

* Support a culture where every employee utilizes the Sales Process to provide our customers with the best possible experience.

* Ensure that we have the most knowledgeable employees around our products and services in the industry by completing all required training courses for the Technician position.

* Maintain the following Apple Certifications: iOS

Develop Employee Engagement

* Encourage a culture around open and honest feedback amongst the team that designed to improve the store, company, and customer experience.

Simply Mac