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Customer Service Representative
Job#: 403215
Location: MI - Troy
Department: Team Members
Category: CSR
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About Fogo de Chão
FOGO DE CHAO

Now Seeking Customer Service Representatives Troy, MI

ATTEND AN INTERVIEW
Monday, October 2nd OR Tuesday, October 3rd OR Wednesday, October 4th
Between 9am-6pm daily at 
Embassy Suites by Hilton Detroit (Troy Auburn Hills Location)
850 Tower Drive – Troy, MI 48098
(Professional Walk-ins Welcome – Please Be Prepared To Interview)
 
To schedule an interview, email your resume to: FogoMi@SelfOpportunity.com
Or Text “Fogo” to 313131 or Call 800.594.7036
Job Description
Department: Operations
Reports To: General Manager
FLSA Status: Non-Exempt
 
Summary:
 
The Customer Service Representative will facilitate service activities to enhance and enable
the guest experience. Convey the gratitude of the organization to the guest for their patronage through
guest focused practices. Preserve and share the festive, hospitable, and gracious spirit of Southern
Brazilian traditions.
 
Essential Functions:
 
Service
• Verify the floor is up to standards prior to opening.
• Visit each table during service.
• Observe guests body language and interpret. Utilize the observations to increase personal service.
• Anticipate potential service or product break-downs and intervene to prevent.
• Assist in the service and maintenance of the tables as needed.
• Identify and ensure special requests are honored.
• Respond to and resolve guest concerns.
Communication
• Share the Southern Brazilian culture, company history, and unique style of service with guests.
• Notify manager of all of guest concerns.
• Brief service staff each shift on large parties, special requests, birthdays, anniversaries, special occasions, new wines, discontinued products, marketing and promotional activities etc….
• Gather, document, and pass on information provided by guests including:
• How did they hear about the restaurant?
• What brings them in to dine?
• Follow – up with all large parties and group dining guests.
• Keep records of customer interactions and record details of inquire complaints and comments,
  as well as actions taken.
• Direct peers with questions, issues, or concerns to management immediately.
• Administrative duties as needed.
Training
• Certify selected trainers in hourly training program.
• Train staff on selected topics at department meetings.
Wine Culture
• Maintain the Fogo Wine Culture Program.
Marketing
• Execute local concierge program.
• Attend business and networking events as requested, as well as represent Fogo among local businesses.
• Coordinate and attend local promotional activities as requested.
• Stay informed about all company marketing and promotional activities.
• Actively communicate with the Convention Visitor’s Bureau to keep informed of conventions and changes in the market.
 
Nothing in this job description restricts management's right to assign or reassign duties and
responsibilities to this job at any time.
 
Knowledge, Skills, and Abilities
 
Customer Service – Puts the customer first; uses positive body language, actions and statements in all
interactions; manages difficult or emotional customer situations; responds promptly to customer needs
and takes personal responsibility to resolve any issues; solicits customer feedback to improve service;
and responds to requests for service and assistance. Strives to exceed customer’s needs, understands
customer’s needs, and maintains customer’s confidence and trust.
Teamwork – Balances team and individual responsibilities.
Attendance/Punctuality – Is consistently at work and on time.
Dependability – Follows instructions, responds to management direction; and takes
responsibility for own actions.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes
approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected
events; and able to manage other expectations and interact with various presentation styles.
Ethics – Treats people with respect; keeps commitments.
Organizational Support – Follows policies and procedures.
Professionalism – Approaches others in a tactful manner; treats others with respect and consideration.
Maintain composure, keeping emotions in check, controlling anger and avoiding aggressive behavior,
even in very difficult situations.
Quality - Demonstrates accuracy and thoroughness. Careful about detail and thorough in completing
work task.
Safety and Security – Observes safety and security procedures; determines appropriate action beyond
guidelines; and reports potentially unsafe conditions.
English Language - Knowledge of the structure and content of the English language including the
meaning and spelling.
Reading Comprehension – Understand written sentences and paragraphs in work related documents.
Technical Knowledge - Familiar with restaurant operations, service and products through past
experience. Southern Brazilian culture, traditions, product offerings including recipes, wine, and
service style of a Churrascaria.
 
Education and/or Experience (minimum 2 years)
• Restaurant/Retail/Hospitality Management or Customer Service
• High School or GED (preferred)
 
Computer Skills
Microsoft Office
Outlook
Aloha
GuestBridge
 
Physical Demands
The employee must frequently lift and/or move up to 50 pounds. Must be able to stand and walk for
prolonged periods of time. Must have a high level of endurance and mental acuity and toughness to
manage conflict and deal successfully with high stress situations
 
Compensation: Commensurate with experience and qualifications.

 





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