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Description & Requirements
- We are hiring for 10+ Digital Educators at the Guest Education Centre (GEC). We are able to offer both permanent and contract positions.
- This role is open remote to all employees in the US and Canada.
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.
our must-haves
- Comfortable being on camera with a guest while navigating multiple systems
- Driven by team and personal results
- Up to date lululemon product knowledge
- Proven work ethic with utmost integrity
- Understanding of basic technology
- Self-awareness, with a desire for constant self-improvement (goal-oriented)
- Resourceful and solutions-oriented with excellent problem-solving skills. Sometimes we need to get creative in how we find an answer
- Self-motivated, passionate, empathetic, approachable
- Outgoing, energetic, upbeat and fun
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
availability
- Willing to work a flexible schedule including evenings, weekends, and holidays within the shift requirements of the organization
- Full time work week is either working Tuesday-Saturday or Sunday-Thursday rotation
- Working Tuesday-Saturday rotation is highly preferred
- 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: Mon-Fri 5am-6pm Pacific Time and Sat-Sun 6am-4pm Pacific Time
- Open to Part-Time and Full-Time
- Part-Time availability requirements are:
- at least 24 hours of availability per week in total
- Min 5-hour blocks of availability
- 2 weekday closing availability
- Friday or Saturday closing availability
- Monday or Sunday closing availability
- 1 weekend day full availability
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.
- 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)
