About this team
The Educator role is the foundation of our success as an organization. Digital Educators are experts in creating world-class customer service, or guest experience, through digital channels, including phone, text, live chat, video, and any future channels.
They are responsible for engaging and connecting with our guests, sharing top-quality product education, and supporting guests through digital transactions, as well as speaking authentically about our community and culture.
Key Responsibilities
- Interact with guests via digital channels 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
- Must be legally authorized to work in the United States or Canada
- Must have the ability to travel to assigned store with own transportation methods if needed for training
and other development
- Minimum of 1 year customer service experience
Availability
- Willing to work a flexible schedule including evenings, weekends, and holidays within the shift requirements of the organization
- Shift times range from:
- 4:45 AM - 6:00 PM PT and weekends from 5:45 AM - 4:00 PM PT
- 10:00 AM - 9:30 PM PT and weekends from 8:00 AM - 6:30 PM PT
- Full time work week is either Tuesday through Saturday or Sunday through Thursday
- 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.
Compensation
The base pay range for this position is from $17.20 - $23.77 CAD/hour or $16.65-$23.43 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, bringing the total hourly target compensation range between $19.70 - $26.27 CAD/hour or $19.15-$25.93 USD/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:
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.
