ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Receiving Duties
Customer Service Representatives (CSRs) help customers who are dropping off clothes for cleaning. They separate the clothing according to type, such as shirts, dresses and slacks, as well as by fabric type for items that need special care. If the customer makes specific requests such as spot removal or replacing buttons, the CSR must note those requests on the corresponding items.
CSR duties also include counting the number of items to be cleaned, identifying the items by color and type. The customer is given a copy of the visit ticket and told what day the clothes will be ready to be picked up.
2. Processing Duties
The CSR heat seals a bar code into specified place in each garment. Then the CSR uses a computerized system to input a description of each garment, (i.e. brand, fabric, type of garment, etc.) The CSR carefully inspects each item for spots and stains, tears and broken buttons. The CSR also checks pockets to remove any items to be returned to the customer. The CSR then sorts the garments according to how they are to be processed – dry cleaned or laundered.
Once the garments have been cleaned and pressed by production personnel, CSRs inspect, assemble and bag orders. CSRs may answer phones, answer questions about prices and store hours, and let customers know of any delays in processing.
3. Assisting Customers who are Picking Up Orders
CSRs also assist customers picking up their clothing at the dry cleaners. They look up the customer in the computer system and locate where the order has been racked. They check the order and make sure all items are included before handing them to the customer. They also inform customers of any issues with their special requests. Another important aspect of CSR duties includes building relationships with customers: We are selling dry-cleaning AND good feelings. Along with this, the CSR handles customer questions and complaints. A CSR is expected to sell one VIP a week.