Alterations Customer Service Representative

At David’s Bridal, we empower our customers and employees to stay true to their dreams and find the one, whether that means the wedding dress that matches a personal style—or the career that is a perfect fit.

We are looking for an Alterations Customer Service Representative (CSR) to join our Alterations department and provide A+ customer experiences. The CSR reports to the Store Manager and is responsible for welcoming and servicing customers, making appointments, answering phones, pressing garments, and ensuring that items are ready for pickups.

• Welcome all customers with genuine, friendly enthusiasm over the phone, virtual chats and in person, communicating clearly and concisely, adapting style to suit customers, problem solving, excellent phone skills, and resolving conflict.
• Use all systems to manage the customer flow to deliver a five‑star customer experience.
• Meet all service vows including Prepare, Welcome, Meet Needs & Be There for all customers, including all operational checklist tasks and meeting customers emotional and practical needs.
• Provide an exceptional service experience to multiple customers simultaneously and contribute to the store’s achievement of Five‑Star Customer Service. Proactively address customer concerns with confidence and know when to escalates and partner with leadership.
• Effectively communicate how alterations can play an important role in perfecting the dress for customers’ events and promote all alteration 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 alterations for 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, pick‑ups and first‑quality standards for all merchandise.
• Support all cash‑wrap behaviors and processes transactions with accuracy so every customer feels celebrated.
• Seek assistance from the Alterations Manager to address customer issues not able to resolve independently.
• Maintain a clean and well‑organized alterations room.
• Perform duties and tasks as assigned by store management.

• Occasionally required to stand, walk, and sit for extended periods; reach for tools and objects with hands and arms; climb stairs; stoop, kneel, crouch, or crawl; bend, twist and stand; move throughout the store; and talk to and hear customers.
• Manual dexterity to perform non‑selling responsibilities, such as use of POS terminals, counting money, steaming garments, accessing computers and receiving or initiating phone calls; sew and perform fittings to David’s Bridal standards as needed.
• Ability to lift and/or move up to 10 pounds.
• Must be able 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.

• High school diploma or equivalent degree.
• 1–2 years prior retail experience in an apparel or specialty store environment.
• Prior sewing experience is helpful.
• Prior experience with a computerized POS (Point of Sale) system.

• Rewarding Environment and Competitive Pay.
• Team Bonus.
• Dayforce Wallet – Get Paid Early.
• Generous Team Member Discount after first pay period.
• Vision Care.
• Supplemental insurances – Critical Illness, Hospital Indemnity and Accidental Injury.
• 401(k) Program.
• Discount for Identity Theft Protection.
• Discounts for Home and Auto Insurance.
• Discount for Mobile.
• Legal Benefits (Met Life Hyatt Legal Plans).
• Pet Insurance.

Our mission at David’s Bridal is to embrace the ideas of Diversity, Equity, and Inclusion. We strive to build a workforce that is as representative as the customers we serve and create a culture where all forms of diversity are celebrated and valued.

Disclaimer – The preceding job description is intended to outline the general nature and level of work performed by employees assigned to this position. It is not a comprehensive description of all duties, responsibilities, or qualifications required.