Apple RCC Executive Escalations Representative in Austin, Texas
RCC Executive Escalations Representative
Job Number: 113793696
Austin, Texas, United States
Weekly Hours: 40.00
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 – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!
We are the essential link between customers and Apple’s Executive Team. The position requires the ability to communicate and interact cross-functionally with multiple levels of management.
Fluent written and verbal language skills in Portuguese or Spanish is a plus
2-3 years experience in an RCC Escalations or similar Tier 2 customer support environment
You have demonstrated outstanding performance in customer service
You have a passion for customer service
You are resourceful and flexible
You are adept at dealing with ambiguity
You have excellent written and verbal communication skills
You demonstrate advanced judgment, negotiation and creative problem solving skills
You are experienced with positioning sensitive and/or confidential issues
You demonstrate unparalleled attention to detail
You are able to work with limited supervision
You are able to work quickly and efficiently under deadline pressure
You have extraordinary follow through and organizational ability*
We are responsible for damage control and customer service recovery, the RCC Executive Relations Team responds to customer escalations from Apple’s Executive Team, Public Relations, Apple Legal, and Investor Relations. The team handles a wide range of complex problems, including the company’s most serious, sensitive and visible customer satisfaction issues.
Additionally, the RCC Executive Relations Team is responsible for daily Customer Satisfaction Survey analysis, coordinating outreach to distressed customers as warranted. We communicate official positioning on company issues, develops creative solutions to complex customer problems, and identifies and escalates opportunities for operational improvements.
BA/BS preferred, or equivalent relevant experience