GEC Service Recovery Educator | Contract (Remote North America)
Requirements Description & Requirements 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 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.
- 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.
- Shift times range from 7am to 9:30pm PST/10am to 12:30pm EST on weekdays and 7am to 6:30pm PST/10am to 9:30pm EST on weekends
- Fully available during operating hours with shift rotations of Sunday-Thursday or Tuesday-Saturday
- 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.
