Customer Incident Specialist
Columbus, Ohio 500 Neil Ave, 43215CULTIVATE 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
As the Specialist, Customer Incident, you will respond to Customer Incidents received primarily from the Customer Service Team and our restaurants through the Online Customer Incident Reporting site. You will respond to Customer Incident concerns in a diplomatic but consistent manner with three objectives in mind which includes protecting the Chipotle brand, providing excellent customer service by following up with customers in a timely, responsive, and thoughtful way, and mitigating liability, claims, and litigation costs.
WHAT YOU’LL DO
Strong candidates are motivated by what they can achieve, growth they could experience and how they will impact the company.
Correspond with guests and other involved individuals to obtain statements related to alleged incidents.
Research alleged guest incidents and determine level of liability if needed.
Maintain proper documentation of all relevant information regarding alleged guest incidents.
Implement positive resolutions with guests whenever possible and appropriate.
Communicate with restaurant teams regarding alleged incidents and provide any needed coaching for mitigation of risk.
Monitor team email and quickly respond to any relevant inquiries from other internal teams.
Partner with third party claims company when necessary
Consult with other teams when necessary to aid in incident investigations and risk mitigation.
WHAT YOU’LL BRING TO THE TABLE
Associate degree: B.A. or B.S. in business, litigation management, or communications preferred
1-3 years’ experience with restaurant operations, customer service, or litigation management
ServSafe Certification preferred
Skilled in verbal and written communication
Skilled in de-escalation techniques
Thrive in team environment
Able to display confidence when dealing with escalated guest concerns
Experience using Salesforce
Available to work evenings and weekends on a rotating schedule as well as some holidays
PAY TRANSPARENCY
A reasonable estimate of the current base pay range for this position is $21.63–$27.41. 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.