Specialist, Restaurant Safety Support

Chipotle•Columbus, OH

5d•Remote

About The Position

As the Specialist, Restaurant Safety Support, you will support operations by fielding phone calls and email inquiries related to employee illnesses and restaurant emergencies. The team provides coverage from 6AM–2AM, Monday–Sunday (holidays included), and your assigned shift will be scheduled within that operating timeframe. Using ServiceNow, you will track employee illness exclusions and work closely with medical staff to implement internal protocols that protect the health and safety of our guests and crew. You will also manage restaurant crises that may pose a food safety or operational risk, such as power outages, loss of running water, or critical equipment failures. In this role, you will collaborate closely with other Support Departments, including, but not limited to, Facilities and Property Management, to minimize disruption to Operations and ensure a positive guest experience.

Requirements

High school diploma or general education degree (GED) required.
Experience in a fast‑paced, high‑volume contact center, retail, or food service environment strongly preferred.
Strong customer service skills with the ability to stay calm, professional, and solution‑focused when handling urgent or sensitive situations.
Ability to apply critical thinking, sound judgment, and clear decision‑making when resolving operational or food safety concerns.
Demonstrated ability to multi‑task and stay organized while navigating multiple systems and handling concurrent requests.
Strong communication skills with the ability to understand, interpret, and respond clearly to a wide range of inquiries.
Comfortable learning and using multiple applications and platforms (e.g., ticketing systems, communication tools, operational dashboards).
Proficient with MS Office — Excel, Word, PowerPoint, and Outlook.
Ability to collaborate effectively with cross‑functional partners, including Operations, Facilities, Property Management, and Health & Safety.
Flexibility to work within the team’s operating hours (6am–2am EST), including assigned 8‑hour shifts, 5 days per week, and availability during holidays as needed.

Nice To Haves

Associate degree from a 2‑year college or bachelor’s degree (BA/BS) from a 4‑year college or university preferred.
Bilingual Preferred

Responsibilities

Respond promptly and efficiently to a high volume of time‑sensitive matters related to food safety and restaurant operations.
Manage a consistent flow of phone calls and emails related to employee illness, facilities concerns, restaurant emergencies, and other operational needs, leveraging various applications to monitor and assist with these calls, often simultaneously, including, but not limited to such as ServiceNow, Envysion, Gridpoint, Outlook, RDM, ServiceChannel, Slack, and Workday.
Assist with frequent risk‑related inquiries, including customer incidents, theft or break‑ins, cash‑handling concerns, scams, and workers’ compensation matters, ensuring to partner and escalate to the appropriate teams as needed.
Support restaurants during maintenance issues, outages, or temporary closures by tracking cases in ServiceNow, notifying Operations when closures are necessary, providing signage, guiding teams on submitting work orders or food quality reports, ensuring food safety standards are maintained, and adjusting digital ordering or hours through RDM.
Partner closely with Facilities and Property Management to ensure equipment and building concerns are addressed quickly to minimize impact on operations.
Provide guidance on food safety questions, escalating to the Health & Safety team or Regional Restaurant Food Safety Managers when more specialized expertise is needed.
Collaborate with Health & Safety and RRFSMs on pest‑related situations.
Update restaurant hours or digital ordering settings in RDM for planned closures, including holidays, mall or campus shutdowns, and scheduled maintenance or construction.