Specialist, Customer Incident

Specialist, Customer Incident (24015372)

Description

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

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. They respond to Customer Incident concerns in a diplomatic but consistent manner with three objectives in mind: (1) protecting the Chipotle brand; (2) providing excellent customer service by following up with customers in a timely, responsive, and thoughtful way; and (3) mitigating liability, claims, and litigation costs.

WHAT YOU'LL DO

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

Experience with restaurant operations, customer service, or litigation management

ServSafe Certification

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

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 3,400 restaurants as of December 31, 2023, 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. Chipotle is ranked on the Fortune 500 and is recognized on Fortune's Most Admired Companies 2024 list and Time Magazine's Most Influential Companies. With over 115,000 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. For more information or to place an order online, visit.

PAY TRANSPARENCY

A reasonable estimate of the current base salary range for this position is $25.55 to $30.29 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

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 contactif 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.

Primary Location: Ohio - Columbus - 8890 - 500 Neil Ave-(08890)

Work Location

8890 - 500 Neil Ave-(08890)

500 Neil Ave

Columbus 43215