Alterations Customer Service Representative

About the Role

The Alterations Customer Service Representative (CSR) is a critical role for the successful operation of the Alterations department and completing tasks that contribute to providing superior customer service. The CSR is responsible for providing an A+ customer experience to David’s Bridal customers. S/he reports to the Store Manager. The Alterations CSR is responsible for tasks that may include welcoming and servicing customers, making appointments, answering phones, pressing garments, and/or ensuring that items are ready for pickups.

Responsibilities

• Welcome all customers with genuine and friendly enthusiasm over the phone, virtual chats, and in person; communicate clearly and concisely, adapting style to suit customers by problem solving, demonstrating excellent phone skills, and resolving conflict.
• Use all systems to manage customer flow and deliver a five-star customer experience.
• Meet all service vows including Prepare, Welcome, Meet Needs & Be There for all customers; includes all operational checklist tasks and meeting customers' emotional and practical needs.
• Provide an exceptional service experience to multiple customers at one time and contribute to the store's achievement of Five-Star Customer Service.
• Proactively address customer concerns with confidence; know when to escalate and partner with the leadership team.
• Effectively communicate how alterations can play an important role in perfecting the dress for her event in partnership with Alterations.
• Promote all alterations services and personalization options.
• Maintain store standards (clean, organized, promotional readiness, store recovery) to support a flawless shopping experience.
• Maintain high dress code standards as required by the Dress Code policy.
• Greet and escort all alterations customers to and from alterations for appointments.
• Press, steam, and spot clean all merchandise.
• Follow quality control guidelines and inspect all garments altered/steamed/pressed to verify pristine condition before final delivery to the customer.
• Build long-term relationships to meet and exceed customer satisfaction and loyalty.
• Support inventory management by processing special orders, pick-ups, and first quality standards for all merchandise.
• Support all cash wrap behaviors and process transactions with accuracy to make sure every customer feels celebrated.
• Seek assistance from the Alterations Manager to address customer issues that s/he is not able to resolve.
• Maintain a clean and well-organized alterations room.
• Perform duties and tasks as assigned by store management.

Physical Demands

• Occasionally required to stand, walk, and sit for extended periods of time; reach for tools and objects with hands and arms; climb stairs; stoop, kneel, crouch, or crawl; ability to bend, twist and stand; move throughout the store; and talk to and hear customers.
• Manual dexterity to perform non-selling responsibilities, such as use of POS (Point of Sale) terminals, counting money, steaming garments, accessing computers and receiving or initiating telephone calls.
• Manual dexterity to sew and perform fittings to David’s Bridal standards, as needed.
• Ability to lift and/or move up to 10 pounds.
• Must be able to see up close and at a distance, as well as use peripheral vision and depth perception, and be able to look at, read, and use a computer, electronic devices and phones for long periods of time.

Qualifications

• High school diploma or equivalent degree.
• 1-2 years prior retail experience in an apparel or specialty store environment.
• Prior sewing experience is helpful.
• Prior experience with computerized POS (Point of Sale) system.

Benefits

• Rewarding Environment and Competitive Pay
• Team Bonus
• Dayforce Wallet – Get Paid Early!
• Referral Incentive Program
• Generous Dream Maker Discount After First Pay Period
• Vision Care
• Supplemental Insurances – Critical Illness, Hospital Indemnity and Accidental Injury
• 401K Program
• Discount for Identity Theft Protection
• Discounts for Home and Auto Insurance
• Discounts for Mobile Legal Benefits (MetLife Hyatt Legal Plans)
• Pet Insurance

This response is AI-generated, for reference only.