Customer Care Coordinator

Chipotle•Columbus, OH

7d•$19 - $24•Onsite

About The Position

As the Coordinator, Customer Care you will serve as a frontline ambassador for Chipotle, engaging with customers via comments, chats, and calls to deliver timely, empathetic, and solutions-focused support. You’ll diagnose and resolve issues end to end, set clear expectations, and follow through, communicating in a way that is responsive, unique to each guest, and consistent with Chipotle’s guidelines for hospitality and brand voice. You will also capture and categorize feedback, identify trends, escalate when appropriate, and contribute to knowledge and process improvements that elevate the overall guest experience.

Requirements

High school diploma or general education degree (GED) required.
1-3 Years’ experience in Customer Care or related field preferred.
Experience in case management systems preferred (e.g., ServiceNow), with a demonstrated ability in accurate logging, tagging, triaging, and status updates.
Experience in omnichannel support tools such as chat console, email client, softphone/telephony, and basic social responses preferred; ability to manage multiple chats seamlessly and successfully.
Demonstrated ability in showing empathy and active listening to understand the guest’s issue and tone, and respond appropriately.
Clear, concise written and verbal communication.
De-escalation and problem-solving under pressure; staying calm, curious, and solution-focused.

Nice To Haves

Bachelor's Degree (BA/BS) from 4-year college or university preferred.

Responsibilities

Respond to guest contacts across channels/platforms (ServiceNow, chat, email, phone, social) with timely, empathetic, and brand-right communication consistent with Chipotle’s Voice and hospitality standards.
Triage, prioritize, and resolve cases to meet or exceed SLAs for first response and resolution; maintain strong quality and standards.
Accurately document every interaction in ServiceNow including case notes and status updates.
De-escalate difficult conversations using empathy and solution-oriented communication; set clear expectations and follow through, escalating to next level Analyst or Manager as needed.
Handle escalated contacts sent to Executive Leadership with professionalism and the Chipotle Voice, owning end-to-end resolution and follow-up.
Support outsourced Care Center agents and leadership by answering questions, providing real-time guidance, and handling escalated/specialized cases using your Chipotle Care expertise.
Attend meetings, quality calibrations, and supplemental training sessions to stay current on CMG policies, procedures, promotions, new menu items, PR statements, and other updates needed to provide accurate, relevant, and hospitable service.
Work cross-functionally with internal groups (e.g., Operations, Digital, Marketing, PR, Legal) to identify opportunities in Care agent training and quality; provide actionable feedback on internal processes and guest-facing messaging.
Think creatively to develop and pilot new ways to train, support, and motivate our Care teams; contribute to playbooks, SOPs, and knowledge base content.