Contact Centre Representative: Gec Educator - Remote | British Columbia, Canada

Description & Requirements
We are currently hiring into the following shift rotations:
WEEKDAYS
Total Time Available
WEEKENDS
Total Time Available
WEEKENDS
November - January Availability
Rotation C
9AM-8PM PST
8AM-6PM PST
8AM-9:30PM PST
Rotation D
10AM-9:30PM PST
8AM-6PM PST
8AM-9:30PM PST
Contact Centre Representative: GEC Educator - Remote | Canada
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
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$17.20 - $23.77 CADdepending on location and level of experience. Our target bonus is an additional $2.50 per hour, bringing our total target compensation range to $19.70 - $26.27 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:

• Sweaty Pursuits – monthly fitness allowance (immediately)
• Vacation Pay (immediately)
• Work remote from home (WFH)
• Health & Dental Benefits (1 st of the month following date of hire)
• Employee Assistance Program – 24/7 support and resources
• Professional Development Programs – Coaching/Mentorship, lululemonU, LinkedIn Learning, Vision & Goals
• Product Discount (immediately)
• Registered Retirement Savings Plan (after 90 days of employment)

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).
• Be responsible for maintaining a high level of knowledge on lululemon policies, procedures, and product education.
• Actively contribute to an inclusive work environment through our Inclusion, Diversity, Equity, & Action (IDEA) initiatives and priorities.
• Be responsible for achieving quality guest interactions, adherence to schedule, and efficiency targets.
• Resolve guest concerns and inquiries through connection and empathy.
• Participate in ongoing development, career pathway and performance conversations to develop skills that support with job performance.
• Multi-task and efficiently navigate through several programs, by placing orders, setting up returns, communicating programs, and troubleshooting to support our growing ecommerce business.

Qualifications

• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office, an ability to type 50 wpm, and strong experience navigating the internet.
• Exceptional customer service skills including excellent verbal and written English communication.
• Minimum 1 year of customer service experience required.
• 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.
• A commitment to completing 2.5 weeks full-time training and adaptability to learning new applications and systems.
• 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.
• Contact centre experience considered an asset.

Schedule (Candidacy is dependent on ability to meet availability requirements):

• Shift times range from 5am to 9pm PST/8am to 12pm EST on weekdays and 6am to 6pm PST/9am to 9pm EST on weekends
• 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)
• Full-time is fully available during operating hours with shift rotations of Sunday-Thursday or Tuesday-Saturday
• 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 Canada

• Part Time is up to 19 hours per week.
• Full Time is 20-40 hours per week.

Work From Home- Hardware & Location Expectations

• Must be able to work from their place of residence that is a quiet, distraction-free environment
• Employees must use lululemon provided devices , not personal devices.
• A hardwired internet speed with a minimum of 50Mbps or greater is a role requirement. Hotspots dial-up and wireless connectivity aren’t allowed.
• A public or shared office space , coffeeshop, or an area that has an unsecured share internet space are not an acceptable work place.
• Recommended connection should have less than 120ms of latency (ping)
• 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 .

Network Requirements

• 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.
• Internet Download Speed of 50 Mbps or greater
• Internet Upload Speed of 15 Mbps or greater

Desk Requirements

• Desk space for 1 x 24” monitor, mouse, keyboard, and a mini desktop computer.
• Minimum: 85cm (2.75') width and 75cm (2.5') depth desk size for 1 monitor setup.
• Ideal: 120 cm (4') x 75cm (2.5') for 2 monitors

NOTE: Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.