Digital Educator - United States

Availability Requirements: This is a Full Time opportunity. You must be available during the following hours: weekdays from 10:00am-9:30pm PT, weekends from 8:00am-6:30pm PT. 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 5 channels; video, phone, live-chat, email, and text. key responsibilities

• Interact with guests via digital channels (primarily video, phone, and chat) to ensure a great guest experience in a manner that values guests’ time and adheres to company expectations.
• Assess guests’ needs to provide a personalized, frictionless purchase experience.
• Provide technical product education by articulating the value and benefit of the product.
• 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.
• Move dynamically to any of our channels, at the direction of our Intraday Team, to attend to guests needs and follow performance expectations.
• Maintain a high level of knowledge on lululemon policies, procedures, product education, community events and guest experience mandates to support guest interactions.
• 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.
• Establish supportive and productive relationships with all team members.
• Collaborate with team members to ensure optimal guest experience while adhering to Guest Support policies and procedures.
• Willing to take on ad-hoc projects or assignments to support the business operations.
• Willing to support future innovation of program through testing of proposed business cases and pilots.
• Responsible for completing company and Guest Support-wide communications and trainings to stay up to date on organization, employee, and guest updates.
• Ensures payment compliance and privacy practices are always followed to protect guest, personal and company information.
• Multi-tasks and efficiently navigates through several programs and applications to provide solutions and accurate tracking of guest interactions aligned with lululemon quality standards.
• Responsible for generating sales to support overall program sales goals. qualifications
• Must be 18 years of age or older
• Education: High school diploma, GED, or equivalent preferred
• Contact center or internal GEC experience preferred
• Sales experience preferred
• Must be legally authorized to work in the United States or Canada
• Minimum of 1 year customer service experience must haves
• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Communicate with honesty and kindness and create the space for others to do the same.
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Foster connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously. availability
• Willing to work a flexible schedule including evenings, weekends, and holidays within the shift requirements of the organization
• Willing to work on all channels that we service our guest on - video, phones, live chat, text, and any future channel we develop
• Responsible for adhering to schedule, including scheduled channel, break times, communication catch up, meetings, etc.
• Hours of Operation: Monday-Friday 10:00am-9:30pm Pacific Time and Sat-Sun 8:00am-6:30pm Pacific Time
• Either working Sunday-Thursday or Tuesday-Saturday rotation
• Educators must provide full availability for all hours of operation within their rotation.
• Successful candidates must be available to attend Digital Educator Training. Training will be full-time, from September 29 to October 13, Monday through Friday, from 8:00 a.m. to 4:00 p.m. Pacific Time. work from home - hardware & location expectations
• Contracts are

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