Alterations Customer Service Representative

Davids Bridal•Madison, TN

20h

About The Position

The Alterations Customer Service Representative (CSR) supports the successful operation of the Alterations department and provides David’s Bridal customers with an A+ customer experience. The role reports to the Store Manager and may include welcoming and assisting customers, scheduling appointments, answering phones, pressing garments, and preparing items for pickup. The CSR serves multiple customers at a time, helps customers understand alterations services and personalization options, and works with the Alterations team to help perfect garments for customers’ events. The role also supports store standards, inventory processes, accurate transactions, and the organization of the alterations room. The position involves frequent customer interaction in person, by phone, and through virtual chats. Physical tasks may include standing, walking, sitting for extended periods, reaching, climbing stairs, bending, kneeling, crouching, crawling, moving throughout the store, and lifting or moving up to 10 pounds. The employee must have the dexterity to use POS terminals, computers, phones, and garment-steaming equipment, and to sew and perform fittings as needed. The role requires the ability to see at close and far distances, use peripheral vision and depth perception, and use computers, electronic devices, and phones for extended periods.

Requirements

High school diploma or equivalent.
1–2 years of prior retail experience in an apparel or specialty-store environment.
Ability to communicate clearly and concisely and provide customer service in person, by phone, and through virtual chats.
Ability to use computerized POS systems and perform transactions accurately.
Ability to perform the physical demands of the role, including standing, walking, reaching, bending, moving throughout the store, and lifting or moving up to 10 pounds.
Manual dexterity to use POS terminals, count money, steam garments, access computers, and handle telephone calls.
Ability to see at close and far distances and use peripheral vision and depth perception.
Ability to read and use computers, electronic devices, and phones for extended periods.

Nice To Haves

Prior sewing experience.
Prior experience with a computerized POS system.

Responsibilities

Welcome customers with genuine, friendly enthusiasm in person, by phone, and through virtual chats, adapting communication to customer needs and resolving concerns.
Use store systems to manage customer flow and provide a five-star customer experience.
Meet service vows and complete operational checklist tasks while addressing customers’ emotional and practical needs.
Provide service to multiple customers at once and contribute to the store’s customer-service goals.
Proactively address customer concerns, escalating issues and partnering with the leadership team when appropriate.
Explain how alterations can help perfect garments for customers’ events and promote alterations services and personalization options.
Maintain store standards, including cleanliness, organization, promotional readiness, and store recovery.
Maintain 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 according to quality-control guidelines before final 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 process transactions accurately.
Seek assistance from the Alterations Manager with customer issues the CSR cannot resolve.
Keep the alterations room clean and well organized.
Perform other duties and tasks assigned by store management.