Customer Care Coordinator Columbus, Ohio 8889 - 333 W Nationwide-(08889) - 333 W Nationwide Blvd, Columbus 43215 Customer Care Coordinator (18029666) Description WHO WE ARE Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically-cooked, real food with wholesome ingredients without added colors, flavors or other additives. Chipotle has more than 2,400 restaurants as of March 31, 2018 in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants. With more than 70,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. CULTIVATING A BETTER WORLD Food served fast doesnt have to be a typical fast food experience. Chipotle has always done things differently, both in and out of our restaurants. We're changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you'll join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone. THE OPPORTUNITY The Customer Care team is Chipotles central nervous system. We represent Chipotle to our customers and are the voice for our customers at Chipotle. The Customer Care Coordinator (CSC) is a voice in creating an extraordinary customer experience in every Chipotle restaurant. First and foremost, the Chipotle Customer Care Coordinator helps to rescue our customers by responding to their comments in a way that is a creative, personal, comprehensive, unique, and consistent with Chipotles voice. In addition to responding in writing, the CSC will frequently call our restaurant managers in order to better understand the circumstances of a customer comment and to make a more informed response. The Coordinator will often call the customer directly to discuss the customers experience. The CSC will help the Customer Care team accomplish goals such as timely responses and thorough documentation of customer comments within Salesforce. We additionally identify patterns to notify Operations leaders and other departments. The CSC will help elevate himself, those on the team, and Chipotle, and thus help us attain Chipotles mission: to change the way people think about and eat fast food. WHAT YOULL DO Achieves the Customer Care Vision * Supports the vision of Chipotle Customer Care, which is: Provide the best web-based customer care in the hospitality industry and support our restaurants in creating a great guest experience. Promotes an Extraordinary Customer Experience * Uses every interaction with customers to show them how much they are valued. * Calls our customers to discuss their experience. * Creatively communicates with customers, and represents our brand, consistent with the Customer Care guidelines. * Calls Chipotles managers to better understand the circumstances that may have given rise to the customers comment and to obtain the restaurant teams perspective on the comment. * Decides whether to provide a comp to a customer, based on the Customer Care guidelines, instinct, and information gathered from various phone calls. * Identifies and implements actions the Coordinator themselves, and Chipotle as a whole, can take so our guests enjoy a great customer experience. * Follows up with restaurant managers and Operations leaders to ensure that specific actions advised by the Coordinator have occurred and customers specific needs have been satisfied. * Uses every opportunity to reiterate our Food With Integrity mission and creates unique ways to change the way our existing and potential customers think about and eat fast food. Elevates Chipotle and Improves Chipotles Customer Experience * Coaches restaurant managers on what a great customer experience is like and how to achieve it. * Identifies trends and opportunities to improve in order to elevate our customers Chipotle experience. Miscellaneous * Ensures that the Customer Care Team stays 100% caught up on customer comments, on a consistent basis. * Uses independent judgment to decide which comments are best handled by e-mail and which are better handled by telephone. * Builds strong knowledge of all aspects of Chipotle, including Chipotles High Standards, Marketing Initiatives, and leadership structure, so that situations are well analyzed, and resolutions are effective. * Researches topics in order to accurately provide information to customers in areas such as pricing, marketing promotions, corporate philanthropy, restaurant development, menu testing, employee relations, locally raised programs, and Responsibly Raised food. * After having a solid foundation of Chipotle knowledge, the Customer Care Coordinator may participate in various Customer Care committees and projects. WHAT YOULL BRING TO THE TABLE To succeed in this position, youll need some special skills and attributes. Naturally, youll need a strong passion for customer service and caring for people. You should also be a creative and flexible problem solver whos completely comfortable on the phone and can handle customer anger with compassion and kindness, demonstrate a strong commitment to responding to all customer inquiries promptly. * Specifically, we need you to have: * A Bachelors degree or enrollment in a Bachelors program and nearing completion * At least 3 years of experience in customer service or a customer-facing environment, such as restaurants or retail * Exceptional oral and written communication skills * Additional Preferred Competencies: * Experience with Salesforce * Fluency in Spanish, German, or French * Strong Excel Skills Check us out at chipotle.com to learn more. Primary Location: Ohio - Columbus - 8889 - 333 W Nationwide-(08889) Work Location: 8889 - 333 W Nationwide-(08889) 333 W Nationwide Blvd Columbus 43215 Job: Marketing Job Posting: Nov. 09, 2018 Job Number: 18029666