Alterations Customer Service Representative

Alterations Customer Service Representative

At David’s Bridal, we empower our customers and our employees to stay true to their dreams and find the one, whether that means the wedding dress that matches a personal style—or the career that is a perfect fit.

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. The CSR reports to the Store Manager. Responsibilities include welcoming and servicing customers, making appointments, answering phones, pressing garments, and ensuring that items are ready for pickups.

• Welcome all customers with genuine, friendly enthusiasm over the phone, virtual chats, and in person, communicating clearly and concisely. Adapt style to suit customers by problem solving, using excellent phone skills, and resolving conflict.
• Use all systems to manage the customer flow to deliver a five-star customer experience.
• Meet all service vows including:
  Prepare, Welcome, Meet Needs & Be There for all customers, which 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 elevate 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 you are not able to resolve.
• Maintain a clean and well‑organized alterations room.
• Perform duties and tasks as assigned by store management.

• While performing the duties of this job, the employee is 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; 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 / move up to 10 pounds.
• The employee 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.

• 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.

• Rewarding Environment and Competitive Pay.
• Team Bonus.
• Dayforce Wallet – Get Paid Early!
• Generous Team Member 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.
• Discount for Mobile.
• Legal Benefits (Met Life Hyatt Legal Plans).
• Pet Insurance.

Our mission at David’s Bridal is to embrace the ideas of Diversity, Equity, and Inclusion. We vow to create a culture where all forms of diversity are celebrated and valued.

Disclaimer:
The preceding job description has been designed to highlight the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive description of all duties, responsibilities and qualifications required of employees assigned to this job. Actual duties and responsibilities will vary.