GEC Service Recovery Educator Contract (Remote North America)

Requirements

Description & Requirements

About this team:

The Guest 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

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 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 7am to 9:30pm PST/10am to 12:30pm EST on weekdays and 7am to 6:30pm PST/10am to 9:30pm EST on weekends
• Fully available during operating hours with shift rotations of Sunday-Thursday or Tuesday-Saturday

Compensation

The base pay range for this position is from $17.20 - $23.77 CAD/hour or $16.65-$23.43 USD/hour subject to minimum wage in the location. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. This position has a target bonus of an additional $2.50 per hour, subject to certain requirements and the Company’s discretion, bringing the total hourly target compensation range between $19.70 - $26.27 CAD/hour or $19.15-$25.93 USD/hour.

At Lululemon, Investing In Our People Is a Top Priority. We Believe That When Life Works, Work Works. We Strive To Be The Place Where Inclusive Leaders Come To Develop And Enable All To Be Well. Recognizing Our Teams For Their Performance And Dedication, Other Components Of Our Total Rewards Offerings Include Support Of Career Development, Wellbeing, And Personal Growth

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Fitness & yoga classes
• Parenthood top-up
• Extensive catalog of development course offerings
• People networks, mentorship programs, and leadership series (to name a few)
• Note: The incentive programs, benefits, and perks 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.