Essential Duties and Responsibilities include the following.  Other duties may be assigned.
1.    Serve as a critical part of the Operations team by managing external customer communications, and ensuring an exceptional customer experience.
2.    Manage customer interactions through the Fogo De Chão Website, phone calls to the corporate office, or other manner of receipt.
3.    Review and follow up with guest concerns via the Rewards Network and Open Table programs.
4.    Answer direct messages via Yelp. 
5.    Work with appropriate store, department or individual to resolve guest concerns.
6.    Create and distribute monthly guest trend information.  
7.    Send weekly guest comments to the C Team.
8.    Manage guest accident claims.
9.    Approve and send donations to requesting organizations.
10.    Send promotional codes and/or vouchers to guests when necessary.

Competencies
1.    Decisive Judgment – Make good decisions in a timely and confident manner.
2.    Adapting to Change – Adapt to changing situations and restructure tasks and priorities as changes occur within the business and organization.
3.    Planning & Organizing – Effectively organize and plan work according to organizational needs by defining objectives and anticipating needs and priorities.
4.    Delivering Results – Maintain a high level of commitment to personally get things done.
5.    Resilience – Effectively deal with work related problems, pressure, and stress in a professional and positive manner.
6.    Teamwork & Collaboration – Effectively work and collaborate with others toward a common goal.
7.    Interpersonal Communication – Communicate clearly and effectively with people inside and outside of the organization.
8.    Functional Acumen – Have the skills, knowledge and abilities necessary to be effective in the specific functional content of the job.
9.    Integrity – Uphold a high standard of fairness and ethics in everyday words and actions.

Education, Experience & Travel
•    Minimum 5 years of experience in a fine dining Restaurant Customer Experience Representative role, responsible for responding to customer concerns (preferred).
•    High School Diploma or equivalent
•    Associate’s or Bachelor’s Degree (preferred)

•    Minimal travel required

Computer Skills
•    Microsoft Office
•    Aloha Point of Sale
•    GuestBridge
•    TeamSupport

Physical Demands 
The employee must frequently lift and/or move up to 25 pounds. Must have a high level of endurance and mental acuity and toughness to manage conflict and deal successfully with high stress situations.