Front Desk Operations - Customer Service Representative - Alts (fka Alteration Specialists)

alts | Alteration Specialists of New York is looking for a Front Desk Operations Professional

We are looking for a dynamic professional Front Desk Operations team member, distinguished by their charisma, commitment, and professional integrity. This role will include responding to phone calls and emails, office management and administration, as well as internal/external communication, and creative problem solving. This is a customer facing position, full-time or part-time role in New York, with competitive pay, full benefits, and opportunities for future growth.

Compensation

FDO earns $18 an hour when you are accompanied by a Studio Experience Coordinator or other FDO. If you are working a shop on your own then you will be paid $20 an hour for that specific shift. $18 an hour is the base compensation for any and all FDO roles.

Responsibilities

Front Desk - Office Management

• Maintain a professional, warm, welcoming office environment
• Greet all clients, manage check-ins, pickups and payment
• Answer all inbound calls to the Alteration Specialists Studio
• Manage all client bookings and appointments
• Process new transactions and ensure internal reporting is correct
• Responsible for ordering, tracking and managing office inventory, supplies and purchases
• Ensure all outsourced garments are appropriately tagged, distributed and delivered
• Manage the flow of fitting room processes and appointments

Customer Service

• Quick, warm, and on-brand customer communication across emails, calls and in-person
• Thoughtful and authentic recommendations to customers through a deep understanding of their need
• Thoughtful interaction with each customer
• Collect, organize, and track consumer feedback, day to day issues and other relevant information and communicate this to the team
• Contribute ideas to company policies to create an even better customer experience

Operations

• Ensure that all QC checkpoints that live with front operations are consistently met for each garment entering or leaving your studio
• Ensure all tickets are properly created, and processed throughout the garment’s life cycle with Alteration Specialists
• Properly record and document all RFA’s, refunds and other failures of process, and brainstorm written solutions to achieve a higher operational efficiency

Attributes

• You are warm, compassionate, and empathic. You have a calming demeanor and a way of building trusting, caring relationships with ease.
• You are a skilled communicator. You’re both a great listener and an effective speaker and writer. You treat sensitive information with respect and discretion.
• You are mission driven. You are motivated to help change the fashion industry, and move towards a more sustainable future and serve as an excellent ambassador for a cause you believe in.
• You are systematic. You derive pleasure from being highly organized, creating order, and checking things off your list.
• You are detail-oriented. You take pride in a beautifully executed workflow and typos in your emails make you cringe.
• You are thoughtful. You can anticipate the needs of your tailoring team and clients, and feel committed to proactively creating a supportive environment for all. You are able to recognize how your individual role feeds into the larger organization’s objectives.
• You have great professional integrity. You take ownership over your work, ask for help when you need it, and are committed to your own growth and development.

Experience

• Experience in customer service related roles preferred
• Prior responsibilities in the fashion industry, and communications management desired.
• Experience or deep interest in fashion and sustainability desired, with a working knowledge of garment construction desired.

This is an entry-level role.

Why the Role is Compelling

As the Front Desk Operations - Customer Service Representative for an alts | Alteration Specialists team, you would play an integral role in creating a welcoming and professional environment that has a profound impact on some of the most important events and days in a client’s life. You would establish rewarding relationships with the studio’s clientele and partner community, and serve as the first point of contact for people who might benefit from our services. You would have the opportunity to develop your career in an expanding industry. You would feel the support of a tight-knit tailoring and operations team, and the excitement of being part of a growing, multi-studio operation disrupting the fashion industry with many opportunities to grow as quickly in your career as the brand is growing.

alts | Alteration Specialists is committed to working with and fairly rewarding the best talent in the industry. We believe in treating people right - through fair compensation and benefits, thoughtful management and specific attention to growth and development of our staff.