CHIPOTLE Specialist, Customer Incident: Job Overview, Location, and Employment Details

The main responsibility of the Specialist, Customer Incident is to support the protection of the Chipotle brand by overseeing escalated customer incidents. This involves managing cases received from the Customer Service Team and restaurants through the company’s online incident reporting site. The role requires investigating, documenting, and resolving each case to ensure a positive customer experience.

The Specialist handles escalated customer incidents that are received through Chipotle’s online reporting system. These incidents may involve customer complaints, product concerns, or other issues that require further investigation and resolution to protect the company’s reputation.

The Specialist triages and manages each case from intake to closure within the specified Service Level Agreements. They conduct objective investigations by collecting statements, incident reports, receipts, and other relevant documentation, and then assess the exposure and liability involved.

The Specialist escalates cases to appropriate internal partners such as Food Safety, Worker’s Compensation, Legal, Operations, or Social Listening teams. Cases are escalated based on severity, potential injury, product quality concerns, or legal implications to ensure proper risk mitigation and investigation.

The Specialist may implement positive resolutions such as issuing refunds, credits, or gift cards to guests when appropriate. These resolutions are part of efforts to resolve customer issues effectively and maintain a good customer experience.

The role supports the mid-shift hours, which are from 11 am to 8 pm, from Friday through Tuesday. This schedule allows the specialist to cover peak times when customer incidents are most likely to occur.

The role requires the ability to conduct objective investigations, review various reports and statements, and document findings thoroughly. It also involves engaging with guests diplomatically and ensuring timely resolution of incidents to mitigate legal and reputational risks.

This role contributes to Chipotle’s mission by ensuring customer incidents are handled professionally and efficiently, which helps maintain the brand’s reputation. By resolving issues effectively, the specialist supports the company’s efforts to provide better food and a positive customer experience.