Guest Incident Response Specialist

Chipotle Mexican Grill; Columbus (OH); On-site; USD 47,000 - 59,000; Full time

Job summary

Chipotle Mexican Grill is seeking a Specialist, Customer Incident to protect the brand by overseeing escalated customer incidents from intake to resolution. You will triage, investigate, document, and resolve cases, issuing appeasements when appropriate, and escalate to internal stakeholders as needed.

You will engage with guests professionally, maintain complete case records, coordinate with Food Safety, Legal and Ops as required, and help reduce risk while supporting a positive guest

Qualifications

• High school diploma or GED required.
• 1–3 years of experience in restaurant operations, customer service, or risk/claims management.
• ServSafe Certification preferred.
• Experience with ServiceNow or similar case/CRM systems preferred.

Responsibilities

• Triage and manage a caseload of escalated customer incidents from intake to closure within defined Service Level Agreements (SLAs).
• Conduct objective investigations including collecting and reviewing statements, incident reports, receipts, etc., assessing exposure and determining the level of liability, documenting rationale and recommended next steps.
• Escalate cases to the appropriate partners for investigation and risk mitigation support to include Food Safety, Worker’s Compensation, Legal, Ops, or Social Listening based on severity, potential injury, product quality concerns, or legal implications.
• Implement positive resolutions with guests when appropriate, including appeasements (refunds, credits, gift cards) per policy.
• Partner with third party claims administrator on cases requiring formal claims handling, providing timely documentation and next steps.
• Provide clear coaching with restaurant teams on incident prevention, documentation, and expectations to mitigate future risk.
• Maintain complete case documentation, evidence and resolution details.
• Monitor team email inbox and respond within SLAs to inquiries from internal stakeholders.
• Identify trends and recurring issues to reduce future incidents and improve guest sentiment.

Skills

Customer service

De-escalation

Written communication

Verbal communication

Discretion/confidentiality

Detail-oriented

Cross-functional collaboration

Time management

Education

GED

BA/BS preferred

Tools

ServiceNow

CRM systems

Job description

Chipotle Mexican Grill is seeking a Specialist, Customer Incident to protect the brand by overseeing escalated customer incidents from intake to resolution. You will triage, investigate, document, and resolve cases, issuing appeasements when appropriate, and escalate to internal stakeholders as needed.

You will engage with guests professionally, maintain complete case records, coordinate with Food Safety, Legal and Ops as required, and help reduce risk while supporting a positive guest