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 and reports to the Store Manager.

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, 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
• Provide an exceptional service experience to multiple customers at one time and contribute to the store achievement of Five-Star Customer Service
• Proactively address customer concerns with confidence and know when to escalate and partner with the leadership team
• Promote all alterations services and personalization options
• Maintain store standards, including cleanliness, organization, promotional readiness, and store recovery
• 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
• Seek assistance from the Alterations Manager to address customer issues that cannot be resolved
• Maintain a clean and well-organized alterations room
• Perform duties and tasks as assigned by store management

Requirements

• 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

Physical Demands

The employee is occasionally required to stand, walk, and sit for extended periods; 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 and ability to lift and/or move up to 10 pounds.

Benefits

• Rewarding Environment and Competitive Pay
• Team Bonus
• Dayforce Wallet – Get Paid Early
• Referral Incentive Program
• Generous Dream Maker Discount
• 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