Digital Educator (6-Month Contract)

Description & Requirements
This is a remote opportunity for those eligible to work in Canada and the United States. Contracts run until January 28th, 2024.
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 4 channels; phone, live-chat, email, and text.
Key Responsibilities

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

our must-haves

• Up to date lululemon product knowledge
• Driven by team and personal results
• Resourceful and solutions-oriented with excellent problem-solving skills. Sometimes we need to get creative in how we find an answer
• Self-awareness, with a desire for constant self-improvement (goal –oriented)
• Outgoing, energetic, upbeat and fun
• Proven work ethic with utmost integrity
• Self-motivated, passionate, empathetic, approachable
• Comfortable being on camera with a guest while navigating multiple systems
• Understanding of basic technology

Qualifications

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

availability

• Responsible for adhering to schedule, including scheduled channel, break times, communication catch up, meetings, etc.
• Willing to work on all channels that we service our guest on – video, phones, live chat, text, and any future channel we develop
• Full time work week is either Tuesday through Saturday or Sunday through Thursday
• Willing to work a flexible schedule including evenings, weekends, and holidays within the shift requirements of the organization

Technology And Remote Work Requirements

• Desk space for one 27” monitor, mouse, keyboard and a laptop computer.
• Internet Download Speed of 50 Mbps or greater, internet Upload Speed of 15 Mbps or greater and connection has less than 100ms of latency (ping). Hot spots, dial-up and wireless connectivity are not acceptable.
• A private, quiet, distraction-free workspace with a door you can shut and work without interruption. This role requires you to be on video with guests. A simple background or lululemon provided virtual background is required for guest interactions.
• Your device must have an available USB port to connect a headset and an anti- virus software that is updated and activated.
• You will require your own hardware for the training period of your employment. After training is complete, we will provide you with a computer to do your work from home.
• Your computer must either run Windows 10, macOS Catalina or macOS Big Sur and have the storage capability to upgrade the operating system.