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Apple At-Home Advisor...
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Like I said in previous post I already had some role playing during my first interview which from this thread does not happen until the 2nd or 3rd interview. I have been unemployed since June and unemployment benefits do not even come close to covering bills, so I am just anxious to get back to work so I can get caught up on everything....and start saving to buy a car....
So based on my first interview and the instant feedback I got from them it sounds very promising....
I hear you. I went quite a while with no wheels and the first thing I did with my OT check from last Xmas was buy a Rav4.
@ AG your overtime check must have been hefty in order for you to do that....well this will be my second voluntary surrender in the last year, so I need to buy a cash car with my income tax check with thanks to having only worked for the first 6 months of the year and looking as though it might working a total of 7 months my refund should be nice enough to get me a decent cash car, because I cannot keep getting hit with such high APR due to bad credit.....
@ AG your overtime check must have been hefty in order for you to do that....well this will be my second voluntary surrender in the last year, so I need to buy a cash car with my income tax check with thanks to having only worked for the first 6 months of the year and looking as though it might working a total of 7 months my refund should be nice enough to get me a decent cash car, because I cannot keep getting hit with such high APR due to bad credit.....
The check wasn't that big, also I was still working part time. I had been saving for a while and the Xmas check gave me enough to pay cash for a used Rav4. I never get loans for cars... ever.
Forever roommate went to a loan shark to get a car loan for a truck worth about $5,000. So far he's paid $20,000 in interest, he's defaulted, and owes them still... about $10,000.
O
Oggie Cooder
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How long have you been an advisor?
For those of you already working as an advisor - do you think this is the type of job that one can do for 2 or 3 years, or is it one that you see most people burning out quite quickly, and therefore has a really high turnaround?
I guess I'm unsure if many of the posts about the bad side of the job are kind of joking about how awful it is - or if really, it is that awful? (I've worked at a call center before...but I wonder if this is worse?)
Thank you - I have had a string of short term jobs, and I'd like (hope?) that my next one could be up to 3 years.
For those of you already working as an advisor - do you think this is the type of job that one can do for 2 or 3 years, or is it one that you see most people burning out quite quickly, and therefore has a really high turnaround?
I guess I'm unsure if many of the posts about the bad side of the job are kind of joking about how awful it is - or if really, it is that awful? (I've worked at a call center before...but I wonder if this is worse?)
Thank you - I have had a string of short term jobs, and I'd like (hope?) that my next one could be up to 3 years.
This type of job has a lot of turn over. It is a customer service call center job first and foremost. If you are not the type to like talking to people less technologically capable than you and be patient, this is not the job for you. If you can successfully help your grandma over the phone on how to use an iPad, iPhone or computer, and not lose your mind and get snippy, then you will be a great fit. Otherwise I would not recommend this job to you.
Meh, some of it's accurate, some not. I can't say for sure that CPU folks are happier, the ones we have currently working in iOS seem to like it here.
As far as customers, they can stretch my patience at times but they're customers... I have low expectations. I will say though that I've pretty much had it with Apple employees. Probably the most annoying group of people I've ever had to work with. Most are cultish, naive, self-righteous and childish. There are a few that act like rational adults but not many. The Apple event yesterday just reminded me that I'll probably never "fit in" the Apple family... never before have I witnessed a circle jerk of such epic proportions.
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Don't get me wrong, most advisors have a very pleasant personality but their simplistic world view and worship of all things Apple can grate on my nerves after a while.
Just finishing up training....
Here are some tidbits I've learned/observed whilst in training:
-If you're starting training soon, you're going to be surrounded by fanboys/girls who think the sun shines out of Apple's arse. If you're not a kool-aid drinker (such as myself), you need to be able to handle this--adapt and overcome. You will have 19 or 20 other people who all believe they are one big happy family. I find this incredibly fake; however, you have to play the game to a certain extent or you will become the outcast.
-You are constantly being evaluated. Have you participated enough in VILT? Did you take a call during mentoring? Everything goes back to your supervisor.
-The tests are easy: Pay attention. Know your resources. Don't over-think things. You will be successful if you do this.
-The mentors and trainers are cool. I haven't had a bad experience with a single one yet. They want you to succeed. But they expect that you put in the effort. Don't be afraid to ask questions, but eventually, they will want to know that you know how to FIND the answers--because all of the answers are within reach.
-Have your hardware ready to go. Don't be in orientation using your Wifi connection when you KNOW you were supposed to use an ethernet connection. Your ability to follow directions is, again, constantly being evaluated. If you have something wrong/missing with your phone line, internet connection, etc past orientation---they WILL fire you. I'm not kidding. They will terminate your employment. There was an incident (not with me) that made that super clear.
-Your schedule is going to suck. Just get used to the idea now.
-There are growth opportunities. However, metrics are carefully evaluated. It doesn't take much to keep you at the bottom.
-The perks are nice (discounts, free software). Benefits are comparable to other benefits I've had at previous jobs.
-Is this job for you? Maybe. Have realistic expectations. I was prepared for it and knew what I was getting myself in to. I didn't think "Ohhh...I'm working for Apple. It's the best company in the whole world." It's a company. And it's better than some. But not all. Just remember that. There are quirks in every organization.
Here are some tidbits I've learned/observed whilst in training:
-If you're starting training soon, you're going to be surrounded by fanboys/girls who think the sun shines out of Apple's arse. If you're not a kool-aid drinker (such as myself), you need to be able to handle this--adapt and overcome. You will have 19 or 20 other people who all believe they are one big happy family. I find this incredibly fake; however, you have to play the game to a certain extent or you will become the outcast.
-You are constantly being evaluated. Have you participated enough in VILT? Did you take a call during mentoring? Everything goes back to your supervisor.
-The tests are easy: Pay attention. Know your resources. Don't over-think things. You will be successful if you do this.
-The mentors and trainers are cool. I haven't had a bad experience with a single one yet. They want you to succeed. But they expect that you put in the effort. Don't be afraid to ask questions, but eventually, they will want to know that you know how to FIND the answers--because all of the answers are within reach.
-Have your hardware ready to go. Don't be in orientation using your Wifi connection when you KNOW you were supposed to use an ethernet connection. Your ability to follow directions is, again, constantly being evaluated. If you have something wrong/missing with your phone line, internet connection, etc past orientation---they WILL fire you. I'm not kidding. They will terminate your employment. There was an incident (not with me) that made that super clear.
-Your schedule is going to suck. Just get used to the idea now.
-There are growth opportunities. However, metrics are carefully evaluated. It doesn't take much to keep you at the bottom.
-The perks are nice (discounts, free software). Benefits are comparable to other benefits I've had at previous jobs.
-Is this job for you? Maybe. Have realistic expectations. I was prepared for it and knew what I was getting myself in to. I didn't think "Ohhh...I'm working for Apple. It's the best company in the whole world." It's a company. And it's better than some. But not all. Just remember that. There are quirks in every organization.
To an extent maybe. I don't play the game. Some might view me as an outcast.
You know what matters more though? Stats. If they're good, there's no need to be an Apple dork. They'll still want you around. If they're bad, you can be the biggest Apple dork on earth. It won't help.
I participated in training exercises only when I was called upon. I haven't liked this job from the start. I don't put much effort into my work, to the extent that I have other things lined up in case each day happens to be my last. But... without getting too detailed, for obvious reasons, I'll note (confess?) that Apple thinks I'm pretty damned good at my job. I don't play along with any of their dorky cult shenanigans, but I'm regularly told to keep up the good work. (I'm also told to show more empathy while doing so, natch.)
I think I agree with famous600 on this one. The metrics are what defines you in this job, no matter what other gibberish they try to shove down your throat. Some metrics are considered more important than others by a given team manager or area manager, but in the end it still is about the numbers. Are you a net asset or a net liability? People can answer that question with whatever psychobabble they choose. Apple answers it by looking at the numbers.
The only part about stats that really counts is your CSATS. Your other metrics can be totally out of whack but if you're getting good evaluations they really don't matter in the scheme of things.
If you have good CSATS they'll harp at you all day about escalations, AHT, whatever. But you won't have to worry about your job.
If you're in training now is a good time. You'll be boarding the ship when call flow is going to guarantee you a goodly number of customer evaluations. Those of us who boarded the ship within the last few months have had to tread water and learn every trick in the book to make the customers notice and evaluate good effort because low return on evaluations means almost impossible recovery if you get whacked with 2 or 3 DSATS. And bear in mind...these can hit you through no fault of your own. I just got handed one because the customer was unhappy with the other advisor. He loved me but gave a DSAT...and it doesn't matter if he thought I was God it still counts against me.
Learn the tips and tricks to generate more evaluations. If you're decent you're going to have exponentially more people satisfied with you than not. Ask your trainers and TL's how to drive the evaluations in.
I haven't been back to this thread in a while, been busy.
So, I started my training this week in the Sept 9th class! Turns out that both of my last two interviews were incorrect in saying it was an iOS class as it turned out to be CPU. So far it's been entertaining as far as training can be, and while I'm no Apple fanboy in general, it's obvious that it's a step up from the previous call center work I've done (which isn't hard, every other person who has done multiple call centers that worked for the same ISP I used to has said that nothing compared to how bad my old customer base was) in the training department. The increase in hourly wages and environment is at least enough for me to do my best, as with my current qualifications/experience and lack of degree, this is more money than I was expecting to pull to begin with.
So, I started my training this week in the Sept 9th class! Turns out that both of my last two interviews were incorrect in saying it was an iOS class as it turned out to be CPU. So far it's been entertaining as far as training can be, and while I'm no Apple fanboy in general, it's obvious that it's a step up from the previous call center work I've done (which isn't hard, every other person who has done multiple call centers that worked for the same ISP I used to has said that nothing compared to how bad my old customer base was) in the training department. The increase in hourly wages and environment is at least enough for me to do my best, as with my current qualifications/experience and lack of degree, this is more money than I was expecting to pull to begin with.
I concur, no matter what else they may say - it's all about CSATs, they will make or break you, other metrics just are not that important in the long haul. And like Mr. Hibernian, I do not put much effort into this job but I do try to get the customer's issue resolved and they appreciate that... even if I am somewhat lacking in empathy. My Northstar evals will never be as good as my CSATs but I honestly don't care.
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