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  • Denver, CO 80202

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Customer Incident Specialist

Chipotle Mexican Grill • Denver, CO

Posted 13 days ago

Job Snapshot

Other Great Industries
Other, Professional Services, Restaurant - Food Service

Job Description

Customer Incident Specialist (18009309) Description

The Customer Incident Specialist responds to Customer Incidents received primarily from the Customer Service Team and the Safety, Security, Risk (SSR) Online Customer Incident form. He/she responds to Customer Incident complaints in a diplomatic but consistent manner with two objectives in mind: (1) protecting the Chipotle brand; and (2) providing excellent customer service by following up with customers in a timely, responsive, and thoughtful way.


In addition to following Chipotle’s policies and procedures, principal responsibilities include, but are not limited to:

Protecting the Chipotle Brand

  • Swiftly responding to Customer Incident complaints, following the protocols set forth in the SSR Guidelines
  • Communicating details to Operations about the substance of the customer’s incident and statements related to the incident; when appropriate, counseling Operations about potential safety hazards and how to avoid similar situations in the future
  • Setting up a claim with our Third-Party Claim Administrator – Broadspire, as needed, to:
  • Assess whether-or-not Chipotle is liable in a customer incident and whether it is appropriate to compensate the customer
  • Ensure that when a customer is compensated for their claim, the claim has basis and is not fraudulent
  • Minimize fraudulent claims by taking a firm stance against those that are unfounded

Customer Service

  • Being responsive to and truthful with our customers as Customer Incident complaints are investigated
  • Maintaining appropriate documentation and records of incidents
  • Providing “burrito bucks” as a goodwill gesture to customers

The ideal candidate will:

  • Possess a B.A. or B.S. degree
  • Have two (2) to four (4) years experience in restaurant operations or customer service
  • Have excellent communication skills
  • Be able to respond quickly and effectively to customer comments and questions
  • Have excellent writing skills
  • Be a team player
  • Availability Monday through Sunday

Primary Location: Colorado - Denver - 9999 - Wynkoop-(09999) Work Location: 9999 - Wynkoop-(09999) 1401 Wynkoop Street Denver 80202
Job ID: pc81ia
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