Job Description

SUMMARY

Our Service Leaders are the backbone of our Premium Service culture.  A player and coach, the Service Leaders balance managing Apple Service Metrics with maintaining a service queue that exceeds our customer’s expectations.  They use their years of experience to develop next level talent within the store and ensure that we are not only repairing a device we are repairing a relationship with a customer.
 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

• Deliver Financial Results:
• Meet or Exceed Profitability Goals
• Deliver a culture around Customer Satisfaction that meets the company’s expectations
• Deliver on Apple Service Metrics (PSP, CSAT, ACSE)
• Control payroll expenses by meeting or exceeding Payroll as a Percentage of Gross Profit goals
• Maintain an acceptable shrink % as outlined by the company by establishing a culture of operational excellence
• Enhance the Customer Experience:
• Deliver a culture where all store employees utilize the Apple Customer Experience program to provide a transformational experience
• Ensure that all store employees are meeting training requirements around our products, services, and operations in order to provide the best possible customer experience
• Ensure that all service employees are current on all required service certifications as outlined by Apple
• Enhance the Employee Experience:
• Deliver monthly evaluations to team members with planned and purposeful developmental objectives
• Embrace a philosophy of constantly developing the next level of talent within your store
• Encourage a culture around open and honest feedback amongst the team

REQUIRED COMPETENCIES

• Business Acumen – Knowledgeable and up to date about current results as well as trends about their business and organization.
• Informing – Provides the information people need to know to do their jobs effectively and make accurate decisions on the business.
• Drive for Results – Can be counted on to exceed goals successfully. Is constantly and consistently one of the top performers.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

• High school diploma or GED required; 1 or more years of accredited college study preferred
• At least one year of successful organizational experience required

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

• Proficient ability to communicate effectively with others using written and spoken English including the ability to provide clear, constructive feedback to team members
• Working ability to work cooperatively and collaboratively with others; conducts working relationships in a manner acceptable to others and to the organization
• Working ability to work under demanding time constraints and production goals
• Possess working analytical, problem solving and decision making skills
• Proficient customer service skills
• Working knowledge of Mac-based/Windows-based business computers and Microsoft Office programs; specifically, Access, Excel, Outlook, PowerPoint, Project and Word
• Working ability to model consistently Simply Mac’s commitment to a respectful, diverse, inclusive, and collaborative work environment
• Consistently demonstrates a commitment to Simply Mac policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
• Ability to lift and/or move boxes, totes, and other objects weighing up to 50 lbs., horizontally, and from ground level to a minimum height of 4 feet. 
• Certified or the ability to become certified with minimal training in: Apple Sales Training Online (ASTO) – Product Professional, Apple Certified Macintosh Technician (ACMT), iOS Certification, Mac Integration Basics (MIB).
• Working ability and willingness to learn new products and services in a timely manner
• Knowledgeable and willing to learn current and future technology and solutions

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