Lululemon

Availability Requirements: 

This is a Full Time opportunity. You must be available during the following hours: weekdays from 10:00am-9:30pm PT, weekends from 8:00am-6:30pm PT.

who we are

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

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 5 channels; video, phone, live-chat, email, and text.

key responsibilities

• Interact with guests via digital channels (primarily video, phone, and chat) to ensure a great guest experience in a manner that values guests’ time and adheres to company expectations. 
• Assess guests’ needs to provide a personalized, frictionless purchase experience.
• Provide technical product education by articulating the value and benefit of the product. 
• Facilitate a seamless end-to-end guest experience by conducting accurate and timely guest transactions and educating on relevant company programs (e.g., omnichannel programs, free shipping, community events and more) according to company standards. 
• Move dynamically to any of our channels, at the direction of our Intraday Team, to attend to guests needs and follow performance expectations. 
• Maintain a high level of knowledge on lululemon policies, procedures, product education, community events and guest experience mandates to support guest interactions. 
• Contribute to a respectful and inclusive virtual team environment by welcoming and celebrating differences to ensure a supportive and engaging experience for all team members and guests. 
• Establish supportive and productive relationships with all team members. 
• Collaborate with team members to ensure optimal guest experience while adhering to Guest Support policies and procedures. 
• Willing to take on ad-hoc projects or assignments to support the business operations. 
• Willing to support future innovation of program through testing of proposed business cases and pilots.
• Responsible for completing company and Guest Support-wide communications and trainings to stay up to date on organization, employee, and guest updates. 
• Ensures payment compliance and privacy practices are always followed to protect guest, personal and company information. 
• Multi-tasks and efficiently navigates through several programs and applications to provide solutions and accurate tracking of guest interactions aligned with lululemon quality standards. 
• Responsible for generating sales to support overall program sales goals.

qualifications

• Must be 18 years of age or older
• Education: High school diploma, GED, or equivalent preferred
• Contact center or internal GEC experience preferred
• Sales experience preferred
• Must be legally authorized to work in the United States or Canada
• Minimum of 1 year customer service experience 

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results. 
• Communicate with honesty and kindness and create the space for others to do the same. 
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure. 
• Foster connection by putting people first and building trusting relationships. 
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously. 

 
additional notes:
Authorization to work in Canada is required for this role.

availability

• Willing to work a flexible schedule including evenings, weekends, and holidays within the shift requirements of the organization
• Willing to work on all channels that we service our guest on – video, phones, live chat, text, and any future channel we develop
• Responsible for adhering to schedule, including scheduled channel, break times, communication catch up, meetings, etc.
• Hours of Operation: Monday-Friday 10:00am-9:30pm Pacific Time and Sat-Sun 8:00am-6:30pm Pacific Time
• Either working Sunday-Thursday or Tuesday-Saturday rotation
• Educators must provide full availability for all hours of operation within their rotation.
• Successful candidates must be available to attend Digital Educator Training. Training will be full-time, from September 29 to October 13, Monday through Friday, from 8:00 a.m. to 4:00 p.m. Pacific Time.

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 shared internet space are not an acceptable workplace. 
• A 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).

compensation and benefits package 

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $17.50-20.42/ hourly CAD; 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 $3.00/hour, subject to certain requirements and the Company’s discretion, bringing the total hourly target compensation range between $20.42-21.40 CAD.

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.