Remote Customer Care Specialist

Job Title: Seasonal Customer Care Specialist

Rate: $17.50/hr (+$1/hr for French Bilingual)

Terms of employment: Full-Time, Hourly, Seasonal

Location: Remote (within Canada)

Lush Cosmetics has more than 250 retail stores between Canada and the USA alone, with Manufacturing and Distribution Centers located in both Vancouver, BC and Toronto, ON.

Lush is known worldwide for our unique bath and beauty products, amazing skin and hair care, personalized customer service, and environmental activism and a fun & funky store atmosphere. We are dedicated to the practices of fair-trade sourcing, providing fair wages for our staff, and supporting sustainable communities as well as giving back to organizations that can make a difference through our Charity Pot Program.

We Offer:

• Inclusive working atmosphere where diversity and individuality are valued and celebrated
• 50% off our products both online and at our retail locations
• Immediate eligibility for our company-wide bonus program
• Employee and Family Assistance Program (EFAP)
• A growing, dynamic business where personal development is encouraged

Availability: Seasonal contract working remote until on or before January 31, 2025. Hourly, with an ability to work a minimum of 4 days per week including at least 1 weekend day. Hours of operation are from 6am - 6:15pm PST (week days) and 7am - 3:30pm PST (weekend days) Must be available on December 26. Blackout dates for time off requests in effect (October to January).

Must have reliable and fast internet connection and a private space to work in that is away from the rest of your household

The Customer Care Representative plays an essential role in growing talent in our business through collaboration and sharing best practices with the Customer Care team. You know how to be curious about their opportunities and how to be real with feedback and support. As a growing business, Lush needs people that can adapt and evolve to the needs of our business, analyze and respond to your learner’s needs. Our Lush staff live with purpose, finding their personal value connection with the values of our business, bringing their work and life paths into one holistic journey. #mylushlife

Reporting to the Manager, Customer Care Quality & Escalations, the Customer Care Representative undertakes the following RESPONSIBILITIES:

• Communicate with customers through various channels, including phone, chat, text, and email
• Mainly focusing on the North American customer
• Handle customer feedback and answer questions using trained methods and tools to provide accurate, valid, and complete information
• Assist customers with digital orders
• Provide information and recommend products
• Increase digital conversion through effective recommendations
• Investigate lost packages with our transport partners
• Process returns
• Follow and promote all company policies, guidelines, procedures, and expectations
• Maintain the safety and security of customer information
• Meet and exceed service levels and departmental goals

You bring the following QUALIFICATIONS:

Required:

• Ability to identify and assess customer needs and resolve issues with a customer-first approach
• Stable and reliable private home internet connection in the rare situation remote work is required
• A room to work in behind a closed door if you live with other people is required
• Use critical thinking, creativity, and problem-solving skills to provide positive options for resolutions
• Exceptional organizational skills with an impeccable attention to detail
• Reliable, consistent attendance, punctual, and dependable
• Open availability and flexible to work evenings and occasional weekends, overtime, and holidays
• Ability to maintain a positive attitude, remain engaged in your work, and lead by example
• Great team player, as well as self-motivated and proactive
• Fluid and flexible to continuous improvement changes within the department
• Strong oral and written communication skills with perfect spelling and grammar
• Excellent computer skills; tech savvy with the ability to navigate multiple screens and programs

Preferred:

• Post-secondary education
• Contact center experience
• Accustomed to working in a highly seasonal, high-pressure environment
• Written and verbal fluency in the French language

Note: Successful candidates must be eligible to work in North America for the duration of the contract through to January 31, 2025.

Application Deadline: TBD

Only select applicants will be considered for this opportunity based on our selection criteria

The above information on this description has been designed to indicate the general nature and level of work performed by employees with this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

At Lush, we believe when we continue to foster a culture of inclusion and respect within a diverse workforce, we are doing our part in building a world where there is equal opportunity for all. We recruit from a variety of employment agencies, community groups, non-profits, and online social and job sites, and in our business practices, strive to leverage the gift that diversity brings. We welcome diverse candidates to our recruitment process.  Lush is committed to providing accessible employment practices. Requests for accommodation can be made at any stage of the recruitment process. Applicants are asked to please make their needs/requirements known.

Lush North America unequivocally supports equal opportunity employment for all applicants regardless of religion, race, color, gender identity or expression, sexual orientation, ancestry, differently abled, adverse mental health, and other characteristics both defined, protected and enforced by the law under federal or provincial/state jurisdiction.

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Lush Cosmetics North America respectfully recognizes that our business operates on Indigenous territory across Turtle Island. As a business headquartered in Canada, our largest facilities are located on the unceded territories of the Musqueam, Squamish and Tsleil-Waututh, as well as here on the lands of the Mississaugas of the Credit, Anishnabeg, Chippewa, Haudenosaunee and Wendat, and now home to many diverse First Nations, Inuit and Métis peoples.

Our commitment to reconciliation and decolonization is guided by the Truth and Reconciliation Commission of Canada: Calls to Action #92. We recognize that our facilities, along with our settler and newcomer staff are guests on this land and as we act to repair past harm, we do it together in allyship with Indigenous People everywhere, including staff, customers and with leadership from organizations and communities we work with.