Analyst, IT Escalation

CULTIVATE A BETTER WORLD

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

THE OPPORTUNITY

This role will serve as an expert on ensuring delivery of technical level support and process for all Chipotle restaurants and Restaurant Support Centers. You will specialize in enabling continuous knowledge, process, training, and quality improvement across all facets of tier 1 restaurant support. Provide input & support to achieve defined KPI’s across multiple internal and external service providers. Primary customers are our BPO helpdesk, restaurant field leadership, restaurant hardware vendors, restaurant operations and tier 2/3 escalatory support teams.

Day to day will include, but not limited to, coordinating inbound incident escalations from ELT down, working escalated incident backlogs, identifying trending issues or major outages, bridge calls for major outages, outbound calls to follow up on breached incidents or escalations. This individual contributes to the overall success of the business by continuously focusing on top contact drivers, long calls, chronic site issues and recommending new design or implementing new process improvements to address.

WHAT YOU’LL DO

• Strong candidates are motivated by what they can achieve, growth they could experience and how they will impact the company
• Serve as the key point of contact for customer-escalated issues for both Chipotle Restaurants and Restaurant Support Centers’ IT Hardware, providing expert level technical support via inbound/outbound calls, e-mail, and portal.
• Review top contact drivers and design process improvements to reduce volume and increase efficiencies in both Restaurants and Restaurant Support Centers.
• Executes, monitors, and drives adherence to SLAs for all customer incidents and requests and holds partners accountable.
• Partner with internal and external teams to ensure resolution of incidents within SLAs.
• Manage customer expectations for Chipotle Restaurants and Restaurant Support Centers’ and follow-up around escalated issues, including representing Tier 1 support with stakeholders throughout the resolution process.
• Assigns and monitors completion of daily work queues, such as IT Service Center and various ServiceNow Tasks, Open P3’s, RHD e-mail, and open relevant incident backlogs.

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 preferred.
• 2-4 years of experience in Customer Service / Call Center related to Technical Support
• Strong Customer Service, organizational and communication skills
• Ability to multi-task, utilize critical thinking skills, and work independently as well as part of a larger team
• Strong analytical skills to identify themes and patterns
• Strong innovation skills around process improvements
• Clear, concise, thorough, and timely documentation of troubleshooting process and customer interactions.
• Ability to flex to the needs of a continuously changing business environment
• Ability to accommodate an on call/extended business hours schedule as needed.
• Ability to communicate technical issues and solutions clearly to a diverse audience via multiple communication channels
• Ability to collaborate with other teams to meet customer satisfaction objectives.

PAY TRANSPARENCY

A reasonable estimate of the current base pay range for this position is $23.55–$30.05. You are also eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401k, sick leave, vacation time, and much more. Visit https://jobs.chipotle.com/benefits for more details.

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 has restaurants 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 in North America and Europe. With 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. For more information or to place an order online, visit WWW.CHIPOTLE.COM

Chipotle Mexican Grill is an equal opportunity employer that values diversity at all levels. As a people-first company rooted in values, our purpose extends beyond serving nutritious food using real ingredients. It means hiring world-class individuals and fostering a culture that champions diversity, ensures equity, and celebrates inclusion. All qualified applicants, regardless of personal characteristics, are encouraged to apply.  

Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact ADAaccommodations@chipotle.comif you need an accommodation due to a disability to complete an application, job interview, and/or to otherwise participate in the hiring process. This email does not respond to non-accommodations related requests.