Work at Home Parents Guide

The Worldwide Apple Online Store team is looking for motivated, outgoing, service-minded individuals who want to offer Apple customers an unparalleled experience over the phone. Starting date for this position is early March.

At-Home Service Experts will:

• Provide phone support to customers who have order-status questions or require changes to their orders;
• Make it seem easy! Translate tech-speak, billing, shipping, and eCommerce jargon into everyday, understandable terms;
• Leverage multiple sources of information to stay current on product features, technology changes, and events that impact customers;
• Anticipate next steps. Ensure an excellent experience after the call by setting expectations the customer may not have thought about: explaining when products will deliver, when a credit card will be charged, when a return will be received, etc.;
• Be comfortable in a fast-paced, performance-based environment where calls are monitored, recorded, and assessed;
• Have a flexible schedule, including the ability to work nights and weekends.

Desired Qualities, Behaviors, and Skills:

• Customer-focused, detailed-oriented individuals;
• Creative problem solvers;
• Comfortable working with ambiguity;
• Drive for results, demonstrates high degree of drive and determination;
• Adaptive and flexible to changing technologies, process, and environments;
• Ability to work and make decisions with minimal supervision;
• Strong listening skills (adaptive communication and active listening);
• Strong organizational skills;
• Team Player;
• Able to troubleshoot basic issues related to home-office technology (is the kind of person that cycles power to equipment before calling a help desk for assistance).

Education and Experience:

• Degree preferred plus 1-2 years proven experience in a customer service environment;
• Ideal candidate will have owned or have experience using a Mac and an iOS device;
• Contact center, consumer retail, or service experience experience a plus;
• Professional verbal and written communication skills;
• Technical aptitude (computer literate, able to quickly learn new applications).

Is being an At-Home Service Expert a great fit for you? Consider the following questions:

• Do you have a private workspace in your house with a door, where ambient noise can be minimized during work hours?
• Do you have a workspace with a desk and chair? Does this workspace allow for the proper installation of your technical equipment?
• Do you have, or are you able to get, an analog phone line that can be dedicated to sales calls? (monthly allowance provided by Apple)
• Do you have, or are you able to get, high-speed internet service meeting minimum bandwidth requirements of 2mbps downstream and 384kbps upstream? (monthly allowance provided by Apple)
• Are you a self-starter who is comfortable in an environment remote from co-workers and managers?

A position you’ll love:

• Helping to delight each and every one of our customers.
• Realizing troubleshooting can be rewarding and fun.
• Exercising multitasking skills as you manage multiple systems and applications.
• Giving people yet another positive Apple experience.
• Saving a bundle on gas by working from home!

A candidate we’ll love:

• You have some customer service experience, or just like to help people.
• You have a quiet workspace with a desk, a chair, and a door.
• You have, or are willing to get, a dedicated analog phone line.
• You have, or are willing to get, internet service meeting minimum requirements.
• You don’t need a manager around to get motivated—or coworkers.
• You can navigate a computer running Windows and/or Mac and fix problems that arise.
• You have a passion to learn and develop continually.
• You are good at solving problems and helping others find answers.

The ideal opportunity to use what you know:
A job in the AppleCare is an opportunity for you to use your knowledge, your experience and your passion. With your technical know-how you will continually provide meaningful customer service to enrich our customer experience.

To delight Apple customers—and yourself.

Desired Qualifications:

• Previous experience in high tech customer service
• Flexibility to work varied shift on a 7 day schedule including nights and weekends
• Analyze and resolve a wide variety of complex technical customer issues
• Exceptional written and verbal communication skills
• Leadership skills in an area of technical speciality
• Superior time management and prioritization skills
• Mac and Mac OS experience strongly preferred

Workspace Requirements: (if not currently present, will acquire)

• A private workspace in your house, where ambient noise can be minimized during work hours.
• A workspace with a desk and ergonomically fitted chair that allows proper installation of your technical equipment.
• An analog phone line that can be dedicated to contact center calls (monthly allowance provided by Apple).
• Internet service meeting minimum system requirements (monthly allowance provided by Apple).
• Self-motivated and able to work remotely from co-workers and management.

Responsible for establishing corporate accounts for both the Dollar and Thrifty brands and maintaining relationships on behalf of DTG with pertinent corporate car rental accounts, building working relationships with rental locations and local sales personnel, effectively managing sales efforts, and attending travel-related functions to represent and sell both the Dollar and Thrifty brands.

1. Sell and service corporate accounts on an equitable basis for both the Dollar and Thrifty brands and ensure continued rental growth from existing corporate accounts.
2. Build working relationships with Dollar and Thrifty rental locations and local sales personnel to ensure they are aware of the corporate accounts and programs that have impact on transactions in their locations and to gain their support.
3. Review headquarters reports to manage sales efforts and present quarterly reports to key accounts and discuss content.
4. Attend travel-related functions to represent and sell Dollar and Thrifty, make presentations, and establish a network of industry contacts for DTG.
5. Recommend and administer the approved operating budget and review expenditures in relations to budget to ensure compliance.
6. Perform related responsibilities as required or assigned.

• Thorough knowledge of the car rental industry.
• Ability to sell and to close sales transactions.
• Excellent oral and written communication skills.
• Good organizational and time management skills.
• Ability to work productively under minimal supervision.
• Excellent negotiating skills.
• Ability to work effectively with a broad range of people and personalities.
• Skill and proficiency in the use of computer software packages, including word processing, spreadsheet and presentation applications.

Equivalent Education/Experience

• Bachelor’s degree in a related field.
• At least three to five years of related sales experience.

**Direct applicable experience may be substituted for a degree at a rate of two years experience for each one year of education.