Alterations Customer Service Representative

Davids Bridal•Plymouth Meeting, PA

19h

About The Position

The Alterations Customer Service Representative (CSR) supports the successful operation of the Alterations department and helps deliver superior customer service to David’s Bridal customers. The role reports to the Store Manager and may include welcoming and assisting customers, scheduling appointments, answering phones, pressing garments, and ensuring items are ready for pickup. The CSR provides service to multiple customers, promotes alterations services and personalization options, helps customers understand how alterations can perfect a dress for an event, and supports store standards and operational processes. The role also includes garment preparation and inspection, transaction processing, inventory support, and maintaining an organized alterations room.

Requirements

High school diploma or equivalent degree.
1–2 years of prior retail experience in an apparel or specialty store environment.
Prior experience with a computerized POS (Point of Sale) system.
Ability to lift and/or move up to 10 pounds.
Ability to perform the physical tasks described, including standing, walking, sitting, reaching, climbing stairs, bending, twisting, kneeling, crouching, or crawling, and moving throughout the store.
Manual dexterity to use POS terminals, handle money, steam garments, use computers, and receive or initiate telephone calls.
Ability to see up close and at a distance, use peripheral vision and depth perception, and look at, read, and use computers, electronic devices, and phones for extended periods.

Nice To Haves

Prior sewing experience is helpful.
Ability to sew and perform fittings to David’s Bridal standards, as needed.

Responsibilities

Welcome customers by phone, virtual chat, and in person with friendly enthusiasm; communicate clearly, adapt to customers’ needs, solve problems, and resolve conflicts.
Use store systems to manage customer flow and provide a five-star customer experience.
Meet service vows and operational checklist tasks, while addressing customers’ emotional and practical needs.
Provide exceptional service to multiple customers and contribute to the store’s customer-service goals.
Address customer concerns confidently and escalate issues to leadership when appropriate.
Explain how alterations can help perfect a dress for an event and promote alterations services and personalization options.
Maintain store standards, including cleanliness, organization, promotional readiness, and store recovery.
Meet dress-code standards.
Greet and escort alterations customers to and from the alterations area for appointments.
Press, steam, and spot-clean merchandise.
Inspect altered, steamed, and pressed garments against quality-control guidelines to verify they are in pristine condition before delivery.
Build long-term customer relationships to support satisfaction and loyalty.
Support inventory management by processing special orders and pickups and maintaining first-quality merchandise standards.
Support cash-wrap processes and accurately process transactions.
Seek assistance from the Alterations Manager with customer issues the CSR cannot resolve.
Maintain a clean and well-organized alterations room.
Perform other duties and tasks assigned by store management.