Contact Centre Representative: GEC Educator - Remote | Calgary, Alberta

Requirements

Description & Requirements

Please note that only candidates residing in Calgary will be considered.

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-6:30PM PST

8AM-9:30PM PST

Rotation D

10AM-9:30PM PST

8AM-6:30PM PST

8AM-9:30PM PST

Contact Centre Representative: GEC Educator - Remote | Calgary, Alberta

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 September 2024, and ending in February 2025. 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 Role

As a GEC Educator, you will:

• Deliver world-class guest experience through all GEC channels (phone, live-chat, email, and text).
• Resolve guest concerns and inquiries through connection and empathy.
• Be responsible for achieving quality guest interactions, adherence to schedule, and efficiency targets.
• Be 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.
  
  

Qualifications

• Minimum 1 year of customer service experience required.
• Contact centre experience considered an asset.
• A commitment to completing 2.5 weeks full-time training and adaptability to learning new applications and systems.
• Exceptional customer service skills including excellent verbal and written English 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.
• Ability to work on a computer for up to 8 hours/day.
  
  

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

• Shift times range from 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
• Full-time is fully available during operating hours with shift rotations of Sunday-Thursday or Tuesday-Saturday
• Part-time is at least 24 hours of availability per week, in total
• 1 full weekend day (5:45am-6:30pm PST/8:45am-9:30pm EST Saturday or Sunday)
• At least 1 Monday or Friday close (5pm-9:30 PST/8pm-12:30am EST) OR 1 Monday or Friday open (4:45am PST/7:45am EST)
  
  

Hours Expectations For Canada

• Full Time is 24-40 hours per week.
• Part Time is up to 19 hours per week.
  
  

Compensation And Benefits Package

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional team performance. The base pay range for this position is from $17.20-$23.77/hour, subject to minimum wage in the location. 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 $2.50/hour, subject to certain requirements and the Company’s discretion, bringing the total hourly target compensation range between $19.70-$26.27/hour.

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

Full hardware setup (e.g., laptop, display)

Extended health and dental benefits, and mental health plans

Paid time off

Savings and retirement plan matching

Generous employee discount

Monthly wi-fi reimbursement

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.

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)
  
  

Network Requirements

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

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.