Customer Care Coordinator

CULTIVATE A BETTER WORLD Food served fast does not have to be a typical fast‑food experience. Chipotle has always done things differently, both in and out of our restaurants. We are changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you will join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone. 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. Qualifications High school diploma or general education degree (GED) required. Bachelor’s Degree (BA/BS) from a 4‑year college or university preferred. 1‑3 years’ experience in Customer Care or a related field preferred. Experience in case management systems (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 to show 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. Pay Transparency Base pay range: $19.23–$24.29 per hour. Eligible for annual cash bonuses and equity awards based upon performance and other factors. Actual compensation offered may vary depending on skill level, experience, and/or education. Benefits Chipotle offers a competitive total rewards package, which includes medical, dental, and vision insurance, 401(k), sick leave, vacation time, and much more. Visit the benefits page for additional details. Equal Employment Opportunity Statement Chipotle Mexican Grill, Inc. is an equal opportunity employer that values diversity at all levels. We encourage all qualified applicants, regardless of personal characteristics, to apply. Qualified applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and/or certain state or local laws. Please contact View email address on click.appcast.io if you need an accommodation due to a disability to complete an application, job interview, or otherwise participate in the hiring process. #J-18808-Ljbffr