Service Leader in Charlottesville, VA at TechBrands

Date Posted: 8/11/2018

Job Snapshot

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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