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Contact Centre Representative – Lululemon

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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 $16.65 – $23.43 USD depending on location and level of experience. Our target bonus is an additional $2.50 per hour, bringing our total target compensation range to $19.15 – $25.93 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 United States:

·       Full Time is 24-40 hours per week. 

·       Part Time is up to 23 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 offer letter.  
  • Employees must use lululemon provided devices, not personal devices.   
  • Must be able to work from their place of residence that is a quiet, distraction-free environment  
  • A public or shared office space , coffeeshop, or an area that has an unsecured share internet space are not an acceptable work place. 
  • hardwired internet speed with a minimum of 50Mbps or greater is a role requirement. Hotspots dial-up and wireless connectivity 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