Lululemon

The Guest Education Centre (GEC) is our contact centre at lululemon—our digital frontline connection. It serves our North American guests through an omni-channel experience, engaging with guests and supporting their purchasing and resolutions needs. 

Job Summary

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.  Bilingual Educators may also support the GEC French guest experience through other duties, as directed by manager.  

Core Responsibilities of the Job

• Deliver world-class bilingual (English/French) guest experience through all GEC channels (phone, live-chat, email, and text).
• Resolve guest concerns and inquiries through connection and empathy.
• Responsible for achieving quality guest interactions, adherence to schedule, and efficiency targets.
• 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.
• Support with the translation or creation of bilingual resources to enable guest experience within the GEC, as requested by manager.
• Support with French language guest experience for other GEC teams, as requested by manager.
• Accountable for accurate tracking and submission of tasks.
• Under the direction of your manager, perform/complete other additional projects, duties, and assignment as required and/or by request.

Job Requirements

Eligibility

• Must be legally authorized to work in the country where their region is located
• Written and verbal fluency in French & English

Experience

• 1 year of customer service experience required

Schedule/Availability

• Must be able to commit to completing 2.5 weeks full-time training
• Role is required to work variable hours, including mornings, afternoons, evenings, weekends, and/or holidays, as required by seasonality and business demand.   
• The work schedule is flexible and can vary based on GEC needs.
  • Shift times range between 4:45am to 9:30pm PST/7:45am to 12:30am EST on weekdays and 5:45am to 6:30pm PST/8:45am to 9:30pm EST on weekends.   Shift times and hours of operation may shift on holidays or during peak season.
  • Full-time Educators must be available during operating hours with shift rotations of Sunday-Thursday, Tuesday-Saturday or Monday-Friday

Job Assets (i.e. nice to have; not required)

• Education: High school diploma/GED/equivalent, or above
• Experience: 1 year contact centre experience

What We Look For  

• Exceptional customer service skills, including excellent verbal and written English & French 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.

Work Context (e.g., environment, interactions, physical)

• Ability to work independently on a computer for up to 8 hours/day
• Work is completed remotely at a desk.