Coordinator, Employee Service Center

Chipotle•Columbus, OH

17h

About The Position

As the Coordinator, Employee Service Center (ESC), you will support Chipotle’s restaurant and corporate employees by delivering timely, accurate assistance across a range of HR-related inquiries. You will serve as a first point of contact for employees, helping resolve questions related to benefits, payroll, onboarding, I-9, and other day-to-day processes. In this role, you will balance a high volume of inbound calls and emails with offline casework, ensuring employee information is accurately managed across systems such as Workday and Paradox. Through consistent, high-quality support, you will help maintain smooth HR operations and a positive employee experience across the organization.

Requirements

A high school diploma or general education degree (GED) required.
1+ years of experience in a customer service or support environment, preferably within a call center or high-volume, employee-facing setting.
Proficiency with Microsoft Office tools and experience using professional communication platforms (e.g., chat, case management, or ticketing systems) required.
Ability to navigate sensitive or difficult conversations with professionalism, empathy, and respect.
Strong active listening and problem-solving skills.
High attention to detail, with clear written communication and strong proofreading capabilities.
Proven ability to manage multiple priorities in a fast-paced environment while maintaining accuracy.
Ability to handle confidential information with discretion and sound judgment.
Adaptable and flexible, with the ability to learn quickly and respond to changing priorities.

Nice To Haves

Associate degree from a 2-year college or bachelor’s degree (BA/BS) from 4-year College or University preferred.
Experience supporting HR, payroll, benefits, or onboarding inquiries, or similar administrative support work, is a plus.
Familiarity with Workday or other HR systems is preferred.
Bilingual in Spanish (verbal and written) preferred.

Responsibilities

Provide prompt, accurate Tier 1 support to Chipotle restaurant and corporate employees by handling incoming calls and emails, and documenting and managing case details in ServiceNow in accordance with established processes and procedures.
Support New Restaurant Openings (NROs) by conducting outbound calls and emails to restaurants, helping ensure employees and managers receive timely guidance and support on HR processes during onboarding and launch activities.
Triage and escalate complex or unresolved cases (e.g., payroll discrepancies, benefits issues, system access challenges) to Tier II partners as appropriate.
Maintain and update confidential employee information including legal name changes, contact updates, and personal identification details, with a high level of accuracy and discretion.
Leverage internal training resources and system guides to support each interaction, including payroll inquiries, benefits eligibility, and Ready to Work confirmations.
Assist employees and managers with system navigation and troubleshooting across Workday, Chipforce (UKG), Okta (SSO), time entry, and time-off requests.
Support new hire onboarding by guiding employees and managers through Workday tasks, including I-9 process support and document uploads.
Assist managers and applicants throughout the hiring process using Paradox and Workday Recruiting systems.
Serve as a subject matter resource for vendor-supported Webex chat escalations, providing guidance on Tier 1 inquiries and escalating issues as needed to ensure appropriate resolution.
Maintain daily reports in Workday and Paradox, ensuring timely completion of tasks and resolving issues such as duplicate accounts for returning employees.
Manage multiple priorities across calls, emails, and reporting work, with a focus on timely resolution and strong service delivery.