AMR Delegator Specialist - Executive Level
This job is no longer available.
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Corporate Executive Relations is the link between Apple customers and Apple's executive team, Public Relations, Investor Relations, Apple Legal, and Sr. Director of Customer Care in solving complex, sensitive issues. The Corporate Executive Relations team handles damage control, customer recovery, and retention. We are looking for a dynamic and motivated candidate, as the role has a wide range of responsibilities focused on handling volume, identifying trends, and triaging escalations to the appropriate channels. This role requires a person who is a critical thinker, an ambitious self-starter, and an excellent communicator with strong collaboration skills. The position requires close partnership within the AMR Corporate Executive Relations team, as well as other internal departments. They will also identify process/system improvement opportunities. The candidate requires excellent time management skills as the work often requires aggressive time commitments. The role requires developing creative solutions to complex issues. They will also have the ability to see the big picture as the gatekeeper while keeping eyes on every detail.
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Description
We are skilled at dealing with ambiguity, having the ability to make sound judgments and utilize problem solving skills in a timely manner. We stay self-motivated and customer focused in a highly dynamic role while working independently. We demonstrate a high level of customer focus while investigating the customer journey. You will effortlessly build strong working relationships with your immediate team, region, and other functional partners. You provide insightful information and advice to your peers at the beginning of their case handling process. While the majority of daily tasks involved in this position are handled individually, partnership is highly critical in learning the role, staying current with procedures/trends, and in building and maintaining a successful team culture. Your ability to use data and analysis to make decisions and influence others will be beneficial. You also earn the trust of your peers and internal partners alike by offering mentorship, knowledge, and even tips and training. You will collaborate with the Operations team for any process or tool development/enhancement requests. Additional tasks may be required beyond primary responsibilities for continued development and based on the needs of the business.
Minimum Qualifications
- 5 years experience providing excellent customer service
- 2 years of Corporate Executive Relations experience in the Apple Executive Relations Liaison position
- Ability to self-manage, with poise and a positive attitude, and work independently in a dynamic, constantly changing environment
- Ability to rapidly understand complex business processes and navigate ambiguous and complex situations in a fast-paced environment,
- Communicate clearly and concisely in both verbal and written formats, with customers, internal partners, or Apple Leadership
- Prioritize large quantities of work through thoughtful, timely decisions to identify level of urgency, handle multiple and often competing tasks, and meet tight SLAs
Preferred Qualifications
- Ability to cut through ambiguity and quickly shifts gears to meet changing business expectations to achieve objectives and deliverables
- Passion for excellent customer focus and improving the customer journey
- Resourcefulness and flexibility to meet various types of deadlines for a variety of responsibilities
- Recognize trends, provide feedback to management, and implement process improvement opportunities
- Ability to think strategically and execute tactically, and persistent attention to detail
- Provide critical information that the team needs to aid in completing their tasks and make accurate decisions
- Advanced judgment, critical thinking, problem solving and decision-making skills
- Makes space to listen, learn, and amplify diverse perspectives and experiences
Pay & Benefits
At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $89,000 and $133,600, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .
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