Customer Incident Specialist

Chipotle•Columbus, OH

About The Position

As the Customer Incident Specialist, you will support the protection of the Chipotle brand through the direct oversight of escalated customer incidents that are primarily received from the Customer Service Team and restaurants through Chipotle’s Online Customer Incident Reporting Site. You will triage, investigate, and thoroughly document and resolve each case, issuing appropriate appeasements within policy and escalating to the appropriate internal stakeholders where appropriate. You will engage with our guests in a way that is diplomatic, consistent, and timely, driving an excellent customer experience and mitigates legal and reputational risk to the business.

Requirements

High school diploma or general education degree (GED) required.
1-3 years of experience in restaurant operations, customer service, or risk/claims management required.
Exceptional written and verbal communication skills with a demonstrated ability to translate complex situations into clear, empathetic customer communications.
Proven de-escalation and conflict resolution skills, comfortable making balanced decisions regarding complex customer concerns.
Ability to display professionalism, confidence, and sound judgment with a strong sense of discretion and confidentiality when handling sensitive information.
Detail-oriented investigation approach with strong documentation and note-taking skills.
Collaborative team player who partners effectively with cross-functional stakeholders and external partners.
Availability to work evenings and weekends on a rotating schedule, as well as some holidays.

Nice To Haves

Associate or Bachelor’s Degree (BA or BS) in business, litigation management, or communications preferred.
ServSafe Certification preferred.
Experience with ServiceNow or similar case/CRM systems preferred.

Responsibilities

Triage and manage a caseload of escalated customer incidents from intake to closure within defined Service Level Agreements (SLAs).
Conduct objective investigations including collecting and reviewing statements, incident reports, receipts, etc., assessing exposure and determining the level of liability, documenting rationale and recommended next steps.
Escalate cases to the appropriate partners for investigation and risk mitigation support to include Food Safety, Worker’s Compensation, Legal, Ops, or Social Listening based on severity, potential injury, product quality concerns, or legal implications.
Implement positive resolutions with guests when appropriate, including appeasements included but not limited to refunds, credits, and gift cards that are in line with approval thresholds and policies.
Partner with third party claims administrator on cases requiring formal claims handling, providing timely, complete documentation and coordination of next steps when appropriate.
Provide clear, constructive coaching with restaurant teams on incident prevention, documentation, and expectations to mitigate future risk.
Maintain complete and accurate case documentation, evidence and resolution details regarding alleged guest incidents.
Monitor the team email inbox and respond promptly within defined SLAs to any relevant inquiries from internal stakeholders.
Identify trends and recurring issues, sharing insights and recommendations to reduce future incidents and improve guest sentiment.