Apple RCC Senior Customer Service Specialist (Spanish) in Austin, Texas

RCC Senior Customer Service Specialist (Spanish)

Job Number: 113055742

Austin, Texas, United States

Posted: 21-Sep-2017

Weekly Hours: 40.00

Job Summary

The AMR Retail Contact Center Senior Customer Service team is the support channel for the Retail Contact Center Inbound Sales, Service, and Order Administration groups.  Responsible for damage control and customer service recovery, the Senior Customer Service Team manages extraordinary customer situations through to resolution.

This role is located on our campus in Austin, TX.

Key Qualifications

  • Bilingual fluency in English and Spanish is required (reading, writing and speaking)

  • A minimum 2 years of call center / customer support experience (RCC experience preferred).

  • Working knowledge of RCC business processes, policies and procedures

  • Extremely customer focused

  • Experience working in a fast-paced, ever-changing environment

  • Fluent written and verbal language skills in English (required)

  • A passion for customer service

  • Be a confident and enthusiastic communicator

  • Strong analytical skills

  • Attention to detail

  • Adaptability and willingness to take on new tasks

  • Self motivated, works well under own initiative and can innovate

  • Ability to prioritize tasks and work to deadlines and targets

  • Strong team player who is resourceful and flexible

  • Ability to solve complex problems

  • Demonstrated solid performance record


Responsibilities include:

The Senior Customer Service Specialist supports the AMR Service teams through telephone.

Handling escalated customer issues and exceptional scenarios from frontline service specialists

Develop creative solutions to complex customer issues and follow through to resolution

Case manage extraordinary situations, including outreach and follow up by email and phone

Identify and escalate emerging customer trends, suggest process improvements to enhance the customer experience

Coordinate and work cross-functionally to prevent and/or resolve escalations


BA/BS preferred, or equivalent experience

Additional Requirements