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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