Alterations CSR: Five-Star Customer Experience

David's Bridal, Inc.; Peoria (IL); On-site; USD 17,000 - 25,000; Full time

Job summary

David's Bridal, Inc. is seeking an Alterations Customer Service Representative (CSR) to deliver an A+ customer experience within our Alterations department. You will welcome customers, assist with appointments, answer phones, press garments, and ensure items are ready for pickup.

The role reports to the Store Manager and emphasizes friendly communication, problem solving, and collaboration with leadership to resolve issues and promote alterations services.

Qualifications

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

Responsibilities

• Welcome all customers with genuine, and friendly enthusiasm over the phone, virtual chats and in person, communicates clearly and concisely adapting style to suit customers by problem solving, excellent phone skills and resolving conflict.
• Use all systems to manage the customer flow to deliver five-star customer experience.
• Meet all service vows including, Prepare, Welcome, Meet Needs & Be There for all customers, includes all operational checklist task and meeting customers emotional and practical needs.
• Responsible for providing an exceptional service experience to multiple customers at one time and contributes to the store achievement of Five-Star Customer Service. Proactively address customer concerns with confidence. Know when to escape and partner with leadership team.
• Effectively communicate how alterations can play an important role in perfecting the dress for her event in partnership with Alterations.
• 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 alterations for appointments.
• Press, steam and spot clean all merchandise.
• Follows quality control guidelines and inspects 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.
• Supports all cash wrap behaviors and processes transactions with accuracy to make sure every customer feels celebrated.
• Seeks assistance from the Alterations Manager to address customer issues that s/he is not able to resolve.
• Maintains a clean and well-organized alterations room.
• Performs duties and tasks as assigned by store management.

Skills

Customer service

Communication

Phone skills

Problem solving

Conflict resolution

Teamwork

Education

High school diploma or equivalent

Retail experience

Tools

POS system

Job description

David's Bridal, Inc. is seeking an Alterations Customer Service Representative (CSR) to deliver an A+ customer experience within our Alterations department. You will welcome customers, assist with appointments, answer phones, press garments, and ensure items are ready for pickup.

The role reports to the Store Manager and emphasizes friendly communication, problem solving, and collaboration with leadership to resolve issues and promote alterations services.