Alterations Customer Service Representative

We are looking to grow our Alterations business to be 25% of our top line sales in the next 2-4 years, and we are looking for talented CSRs to champion this growth! Our most successful CSRs are self‑motivated individuals with upbeat, outgoing personalities, and excellent communication skills. They enjoy fast‑paced environments, are incredible at multitasking, and offer friendly and encouraging service to all that enter our stores.

As the Alterations Customer Service Representative (CSR), you will provide an A+ customer experience, report to the Store Manager, and perform tasks such as welcoming and servicing customers, making appointments, answering phones, pressing garments, and ensuring items are ready for pickups.

• Welcome all customers with genuine and friendly enthusiasm over the phone, virtual chats, and in person. Communicate clearly and concisely and adapt style to suit customers, problem‑solving and resolving conflict.
• Use all systems to manage the customer flow and deliver a five‑star customer experience.
• Meet all service vows including Prepare, Welcome, Meet Needs & Be There for all customers. Complete the operational checklist and meet 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, know when to escalated and partner with leadership.
• Explain how alterations can play an important role in perfecting a dress and 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 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, pickups and ensuring first quality standards for all merchandise.
• Support all cash wrap behaviours and process transactions accurately so every customer feels celebrated.
• Seek assistance from the Alterations Manager to address customer issues that cannot be resolved.
• Maintain a clean and well‑organized alterations room.
• Perform duties and tasks as assigned by store management.

• Occasionally stand, walk, sit, reach, climb stairs, stoop, kneel, crouch or crawl. Ability to bend, twist, stand, move throughout the store and talk to and hear customers.
• Perform manual tasks such as using POS terminals, counting money, steaming garments, accessing computers, making telephone calls, and sewing‑and‑performing fittings to Company standards.
• Lift up to 10 pounds.
• Operate a computer, electronic devices and phones for extended periods.

• High school diploma or equivalent.
• 1–2 years prior retail experience in an apparel or specialty store.
• Prior sewing experience helpful.
• Experience with computerized POS system.

• Competitive pay and rewarding environment.
• Generous employee discount after first pay period.
• Vision care.
• Supplemental insurances – Critical Illness, Hospital Indemnity, Accidental Injury.
• 401(k) program.
• Discounts for identity theft protection, home and auto insurance, and mobile.
• Legal benefits (Met Life Hyatt Legal Plans).
• Pet benefits.

Our mission at David’s Bridal is to embrace diversity, equity, and inclusion. We strive to build a workforce that represents the customers we serve. We 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 intended to be a comprehensive inventory of duties, responsibilities, or qualifications required. Actual duties may vary.