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, contributing to providing superior customer service. This position reports to the Store Manager and is responsible for tasks that enhance the customer experience, including welcoming and servicing customers, managing appointments, answering phones, pressing garments, and ensuring items are ready for pickup.

Responsibilities

• Welcome all customers with genuine, 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 conflicts.
• Use all systems to manage customer flow and deliver a five-star customer experience.
• Meet all service vows, including Prepare, Welcome, Meet Needs, and Be There for all customers. Complete operational checklist tasks and address both emotional and practical customer needs.
• Provide an exceptional service experience to multiple customers simultaneously and contribute to the store’s achievement of Five-Star Customer Service.
• Proactively address customer concerns with confidence and know when to escalate issues to the leadership team.
• Effectively communicate the importance of alterations in perfecting a dress for a customer’s event, in partnership with the Alterations team.
• Promote all alterations services and personalization options.
• Maintain store standards, including cleanliness, organization, promotional readiness, and 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 appointments.
• Press, steam, and spot clean all merchandise.
• Follow quality control guidelines and inspect all garments altered, steamed, or pressed to ensure 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 maintaining first quality standards for all merchandise.
• Support all cash wrap behaviors and process transactions accurately to ensure every customer feels celebrated.
• Seek assistance from the Alterations Manager to address customer issues that cannot be resolved independently.
• Maintain a clean and well-organized alterations room.
• Perform additional duties and tasks as assigned by store management.

Requirements

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

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.
• Manual dexterity to perform non-selling responsibilities, such as use of POS 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.
• Ability to see up close and at a distance, including peripheral vision and depth perception.
• Ability to look at, read, and use a computer, electronic devices, and phones for long periods of time.

Benefits

• Rewarding environment and competitive pay.
• Team Bonus.
• Dayforce Wallet – Get Paid Early!
• Referral Incentive Program.
• Generous Dream Maker Discount after the 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.