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. 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.

Essential Job Functions

• 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, excellent phone skills and resolving conflict.
• Use all systems to manage the customer flow to deliver 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 achievement of Five-Star Customer Service.
• Proactively address customer concerns with confidence; know when to escalate and partner with 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 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 are not able to be resolved.
• 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.
• Talk to and hear customers.
• 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.
• Must be able to see up close and at a distance, as well as use peripheral vision and depth perception.
• Must be able to look at, read, and use a computer, electronic devices and phones for long periods of time.

Education & Credentials

• 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.