Lululemon Guest Education Centre Team Member

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. What makes the French/English Bilingual team special is that we support solely our French speaking guests who reach out needing support. We see 10,000+ interactions per day across 3 channels; phone, live-chat, and email.

A Day In The Life

Deliver world-class guest experience through all GEC channels (phone, live-chat, and email).

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.
• Have full professional proficiency in French and English, both verbally and written.
• 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.

Compensation

The base pay range for this position is from $18.55-$25.12 CAD/hour or $18.05-$24.50 USD/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 per hour, subject to certain requirements and the Company's discretion. If you are a successful candidate, being a part of our French/English Bilingual team & having that extra skillset, would add an addition $1 onto your base compensation.

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:

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• 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 Requirements

• A private, quiet, distraction-free, workspace where you can work without interruption.
• Reside and work in a province/state where Lululemon operates.
• Disciplined work ethic - a self-starter with the ability to work independently in a fast-paced environment.
• 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 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

Workplace Arrangement

North America Remote - Outside reasonable commuting distance to an office site, work is performed from home.

Action Required: Before starting your application, please take this typing test. Take note your score as you will need this to complete your application.

This posting is for an existing vacancy.