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Please note that only candidates residing in British Columbia will be considered.
Contact Centre Representative: GEC Educator - Remote | British Columbia, Canada
About this team:
TheGuest Education Centre (GEC) is the contact centre for lululemon and is our vital frontline connection with our guests through a variety of channels in North America. At the GEC we see 10,000+ interactions per day across 4 channels; phone, live-chat, email, and text.
The opportunity:
We are currently hiring into seasonal roles starting as early as August 2023, and ending in February 2024. The GEC Educator role is a remote, work from home position that allows you to work independently while problem solving resolutions through authentic connection. At lululemon, we're committed to enabling our employees to maximize their potential in every aspect of their lives. As a GEC Educator, you will work closely with your Team Lead to master Guest Experience and drive your continued growth and development at lululemon.
The pay:
Our GEC Educator base pay ranges from $17.20 - $23.77 CAD depending on location and level of experience. Our target bonus is an additional $2.50 per hour, bringing our total target compensation range to $19.70 - $26.27 CAD. We also offer a full hardware setup and a fixed Wifi reimbursement.
Beyond-the-paycheque:
lululemon offers benefits that support happy and healthy employees & families, work-life balance, time away, and money to achieve goals outside of work. lululemon's benefits strategy aims to provide personal growth and success to all employees and includes benefits such as:
Health & Dental Benefits (1st of the month following date of hire)
Registered Retirement Savings Plan (after 90 days of employment)
Sweaty Pursuits - monthly fitness allowance (immediately)
Product Discount (immediately)
Vacation Pay (immediately)
Employee Assistance Program - 24/7 support and resources
Professional Development Programs - Coaching/Mentorship, lululemonU, LinkedIn Learning, Vision & Goals
Work remote from home (WFH)
Note: Availability of the incentive programs, benefits, and perks may be subject to your location & employment type and may have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.
The role:
As a GEC Educator, you will:
Deliver world-class guest experience through all GEC channels (phone, live-chat, email, and text).
Resolve guest concerns and inquiries through connection and empathy.
Be responsible for achieving quality guest interactions, adherence to schedule, and efficiency targets.
Be responsible for maintaining a high level of knowledge on lululemon policies, procedures, and product education.
Multi-task and efficiently navigate through several programs, by placing orders, setting up returns, communicating programs, and troubleshooting to support our growing ecommerce business.
Participate in ongoing development, career pathway and performance conversations to develop skills that support with job performance.
Actively contribute to an inclusive work environment through our Inclusion, Diversity, Equity, & Action (IDEA) initiatives and priorities.
Qualifications:
Minimum 1 year of customer service experience required.
Contact centre experience considered an asset.
A commitment to completing 2.5 weeks full-time training and adaptability to learning new applications and systems.
Exceptional customer service skills including excellent verbal and written English communication.
Ability to authentically connect with guests and resolve guest inquiries over the phone.
Ability to prioritize and time manage; you can navigate multiple guest conversations at once over live chat.
Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 50 wpm, and strong experience navigating the internet.
Responsible and dependable, you have a great work ethic, work well independently, and meet availability requirements.
Ability to work on a computer for up to 8 hours/day.
Schedule (Candidacy is dependent on ability to meet availability requirements):
Shift times range from 5am to 9pmPST/8am to 12pm ESTon weekdays and 6am to 6pmPST/9am to 9pm EST onweekends
Full-time is fully available during operating hours with shift rotations of Sunday-Thursday or Tuesday-Saturday
Part-time is at least 24 hours of availability per week, in total
1 full weekend day (6am-6pm PST/9am-9pm EST Saturday or Sunday)
At least 1 Monday or Friday close (5pm-9:30 PST/8pm-12:30am EST) OR 1 Monday or Friday open (5am PST/8am EST)
Hours expectations for Canada:
Full Time is 20-40 hours per week.
Part Time is up to 19 hours per week.
Work From Home- Hardware & Location Expectations
- Contracts are tied to a specific location. The expectation is that work should be exclusively from the specified home location outlined in the original offerletter.
- Employees must use lululemon provided devices, not personal devices.
- Must be able to work from their place of residence that is a quiet, distraction-freeenvironment
- A public or shared office space, coffeeshop, or an area that has an unsecured share internet space are not an acceptable work place.
- A hardwired internet speed with a minimum of 50Mbps orgreater is a role requirement. Hotspots dial-up and wirelessconnectivity aren't allowed.
- Recommended connection should have less than 120ms of latency (ping)
Network Requirements:
Internet Download Speed of 50 Mbps or greater
Internet Upload Speed of 15 Mbps or greater
Connection has less than 100ms of latency (ping)
Must be hardwired through provided ethernet cable; hotspots, dial-up and wireless connectivity are not acceptable connections.
Desk Requirements:
Desk space for 1 x 24" monitor, mouse, keyboard, and a mini desktop computer.
o minimum: 85cm (2.75') width and 75cm (2.5') depth desk size for 1 monitor setup.
o ideal: 120 cm (4') x 75cm (2.5') for 2 monitors
NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.
Job Types: Full-time, Part-time
Salary: $17.20-$23.77 per hour
Work Location: In person
