Alterations Customer Service Representative

Davids Bridal•Mobile, AL

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 CSR provides an A+ customer experience and reports to the Store Manager. Duties may include welcoming and assisting customers, making appointments, answering phones, pressing garments, and ensuring items are ready for pickup. The role serves multiple customers, promotes alterations services and personalization options, supports inventory and cash-wrap processes, and helps maintain store and alterations-room standards. The CSR also presses, steams, and spot-cleans merchandise and inspects garments to verify their condition before delivery. Sewing and fittings may be performed as needed.

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 system.
Ability to communicate clearly and provide customer service by phone, virtual chat, and in person.
Ability to use POS terminals, count money, steam garments, access computers, and receive or initiate telephone calls.
Ability to sew and perform fittings to David’s Bridal standards as needed.
Ability to lift and/or move up to 10 pounds.
Ability to stand, walk, and sit for extended periods; reach with hands and arms; climb stairs; stoop, kneel, crouch, or crawl; bend and twist; and move throughout the store.
Ability to talk to and hear customers, see up close and at a distance, use peripheral vision and depth perception, and use a computer, electronic devices, and phones for long periods.

Nice To Haves

Prior sewing experience.

Responsibilities

Welcome customers with genuine, friendly enthusiasm by phone, virtual chat, and in person; communicate clearly and adapt communication style to customers.
Use systems to manage customer flow and deliver a five-star customer experience.
Meet service vows, including Prepare, Welcome, Meet Needs, and Be There, while completing operational checklist tasks and addressing customers’ emotional and practical needs.
Provide exceptional service to multiple customers at one time and contribute to the store’s customer-service goals.
Address customer concerns proactively, resolve issues when possible, and escalate or partner with leadership when needed.
Explain how alterations can help perfect a dress for an event in partnership with the Alterations team.
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, or pressed garments according to quality-control guidelines before final delivery.
Build long-term customer relationships to meet and exceed satisfaction and loyalty goals.
Support inventory management by processing special orders and pickups and maintaining first-quality standards for merchandise.
Support cash-wrap behaviors 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.