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Analyst, Customer Care

Columbus, Ohio 333 W Nationwide Blvd, 43215
Analyst, Customer Care (21024325)

Description

THE OPPORTUNITY

Serves our customers by responding to their comments, chats, and calls in a way that is responsive, unique, and consistent with Chipotle’s guidelines for hospitality. Offers training, day-to-day coaching, and guidance. Responds to customers in our various channels/platforms (salesforce, chat, call line), completing all duties listed in the Customer Care Coordinator position. Trains new hires. Updates and maintains training manuals in coordination with Customer Care Manager. Acts as a first point of contact for escalated customer cases before sending to the Senior Analyst/Lead. Recovers customer and offers coaching to team member involved. Assists Customer Care Manager in creating reports using data collected through our customer care channels. Ensures the reports are actionable so stakeholders can use them to effect positive changes in our various initiatives. Trains and tunes Chatbot technology to new and current Customer Care Coordinators. Assists Customer Care Manager in creating reports using data collected through our customer care channels.

 

WHAT YOU’LL DO

  • Responds to customers in our various channels/platforms (salesforce, chat, call line), completing all duties listed in the Customer Care Coordinator position.
  • Trains new hires
  • Updates and maintains training manuals in coordination with Customer Care Manager
  • Acts as a first point of contact for escalated customer cases before sending to the Senior Analyst/Lead.
  • Recovers customer and offers coaching to team member involved.
  • Assists Customer Care Manager in creating reports using data collected through our customer care channels.
  • Ensures the reports are actionable so stakeholders can use them to effect positive changes in our various initiatives.
  • Trains and tunes Chatbot technology

 

WHAT YOU’LL BRING TO THE TABLE

  • High school diploma or general education degree (GED) required. 
  • Bachelor's Degree (BA/BS) from 4-year college or university.
  • Proficient with MS Office - Excel, Word, PowerPoint, & Outlook.
  • Experience with Salesforce or other CRM platforms
  • Be a key player on the Customer Care Team by setting the standard for exemplary service, while training others to help them reach that standard.

 

WHO WE ARE
Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically-cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle had over 2,800 restaurants as of March 31, 2021, in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants. With over 97,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. Steve Ells, founder and former executive chairman, first opened Chipotle with a single restaurant in Denver, Colorado in 1993. For more information or to place an order online, visit WWW.CHIPOTLE.COM.

 

CULTIVATING A BETTER WORLD

Food served fast doesn’t have to be a typical fast food experience. Chipotle has always done things differently, both in and out of our restaurants. We're changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you'll join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.

 

 

 


Primary Location: Ohio - Columbus - 8889 - 333 W Nationwide-(08889)

Work Location:
8889 - 333 W Nationwide-(08889)
333 W Nationwide Blvd
Columbus 43215

Job Corporate Job Posting Aug. 03, 2021 Job Number 21024325

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