Job Overview
Employment Type
Full-time
Compensation
Type:
Hourly
Rate:
Range $19.00 - $24.00
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Vision Insurance
401k
Paid sick leave
Paid vacation
Annual cash bonuses
Equity awards
Job Description
Chipotle Mexican Grill, Inc. is a renowned leader in the fast-casual dining industry, known for its commitment to serving responsibly sourced, classically cooked, real food made from wholesome ingredients without artificial colors, flavors, or preservatives. Founded with the vision of cultivating a better world, Chipotle operates restaurants across the United States, Canada, the United Kingdom, France, and Germany. The company uniquely owns and operates all its restaurants in North America and Europe, allowing it to maintain consistent quality and uphold its core values globally. Chipotle’s forward-thinking approach combines culinary innovation, digital technology integration, and sustainable business practices to lead the... Show More
Job Requirements
- High school diploma or general education degree (GED)
- Experience in Customer Care or related field
- Familiarity with case management systems like ServiceNow preferred
- Competency in omnichannel support tools including chat, email, telephony, and social media responses
- Excellent communication skills both written and verbal
- Ability to handle difficult conversations with empathy and professionalism
- Problem-solving skills under pressure
- Ability to manage multiple chats simultaneously
- Commitment to hospitality and brand voice standards
Job Qualifications
- High school diploma or general education degree (GED)
- Bachelor’s degree (BA/BS) from four-year college or university preferred
- 1-3 years’ experience in Customer Care or related field preferred
- Experience in case management systems such as ServiceNow preferred, with demonstrated ability in accurate logging and triaging
- Experience with omnichannel support tools including chat console, email client, softphone/telephony, and social responses preferred
- Demonstrated empathy and active listening skills to understand guest issues and tone
- Clear, concise written and verbal communication
- Strong de-escalation and problem-solving skills under pressure, staying calm and solution-focused
Job Duties
- Respond to guest contacts across channels 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
- 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 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
- Attend meetings, quality calibrations, and supplemental training sessions to stay current on policies, procedures, promotions, and updates
- Work cross-functionally with internal groups like Operations, Digital, Marketing, PR, and Legal to identify training and quality opportunities, and provide actionable feedback
- Think creatively to develop and pilot new ways to train, support, and motivate Care teams
- contribute to playbooks, SOPs, and knowledge base content
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
We didn't receive the exact location for this job posting,
please contact the employer.
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