Alterations Customer Service Representative

Davids Bridal•Colonie, NY

21h

About The Position

The Alterations Customer Service Representative (CSR) supports the successful operation of the Alterations department and provides an A+ customer experience to David’s Bridal customers. The CSR reports to the Store Manager and may welcome and serve customers, make appointments, answer phones, press garments, and ensure items are ready for pickup. The role serves customers in person, by phone, and through virtual chats; manages customer flow; promotes alterations and personalization services; and helps customers understand how alterations can perfect a dress for an event. The CSR also performs garment pressing, steaming, and spot cleaning; inspects garments for quality before delivery; supports inventory and cash-wrap processes; and maintains store and alterations-room standards.

Requirements

High school diploma or equivalent degree.
1–2 years of prior retail experience in an apparel or specialty store environment.
Experience with a computerized point-of-sale (POS) system.
Ability to stand, walk, and sit for extended periods; reach, climb stairs, stoop, kneel, crouch, crawl, bend, twist, and move throughout the store.
Ability to talk to and hear customers.
Manual dexterity to use POS terminals, count money, steam garments, use 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 see up close and at a distance, use peripheral vision and depth perception, and look at, read, and use a computer, electronic devices, and phones for long periods.

Nice To Haves

Prior sewing experience.

Responsibilities

Welcome customers with genuine, friendly enthusiasm in person, by phone, and through virtual chats, communicating clearly and adapting to customers’ needs.
Use store systems to manage customer flow and deliver a five-star customer experience.
Meet service vows and complete operational checklist tasks while addressing customers’ emotional and practical needs.
Serve multiple customers at once and contribute to the store’s customer-service goals.
Proactively address customer concerns, resolve issues when possible, and escalate or partner with leadership when needed.
Explain the role of alterations in perfecting dresses 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 to verify their condition before customer delivery.
Build long-term customer relationships and support customer satisfaction and loyalty.
Support inventory management by processing special orders and pickups and maintaining first-quality standards for merchandise.
Support cash-wrap processes and accurately process transactions.
Seek assistance from the Alterations Manager for customer issues that cannot be resolved independently.
Maintain a clean and well-organized alterations room.
Perform other duties and tasks assigned by store management.