Customer Care Coordinator - Columbus, OH

Chipotle Mexican Grill, Inc. is a renowned leader in the fast-casual dining industry, known for its commitment to serving responsibly sourced, classically cooked, real food made from wholesome ingredients without artificial colors, flavors, or preservatives. Founded with the vision of cultivating a better world, Chipotle operates restaurants across the United States, Canada, the United Kingdom, France, and Germany. The company uniquely owns and operates all its restaurants in North America and Europe, allowing it to maintain consistent quality and uphold its core values globally. Chipotle’s forward-thinking approach combines culinary innovation, digital technology integration, and sustainable business practices to lead the future of fast food. Employees at Chipotle are passionate about delivering exceptional guest experiences and embracing a culture rooted in diversity, equity, and inclusion. The company is deeply committed to accessibility, ensuring that its nutritious food offerings reach a wide audience while fostering a supportive and inclusive workplace environment. Chipotle Mexican Grill proudly supports equal opportunity employment and reasonable accommodations under the Americans with Disabilities Act and related laws, emphasizing a people-first ethos that values individuality and community. For more information or to explore career opportunities, visit www.chipotle.com. The role of Coordinator, Customer Care at Chipotle represents a pivotal opportunity to join the frontline team responsible for upholding the company’s high hospitality standards through dynamic and empathetic customer engagement. This position requires interacting with guests across multiple channels—comments, chats, calls, emails, and social media—ensuring each communication is responsive, personalized, and aligned with Chipotle’s brand voice. Coordinators will diagnose and resolve customer concerns comprehensively, set expectations clearly, and follow through to maintain satisfaction. The role demands excellent problem-solving and de-escalation skills to manage sensitive and escalated interactions, including those directed to Executive Leadership, with professionalism and care. Aside from guest interaction, the Coordinator will contribute significantly to continuous improvement by capturing and categorizing feedback, identifying emerging trends, and escalating issues when necessary. The position also involves collaboration with internal teams across Operations, Digital, Marketing, PR, and Legal to refine Care agent training, enhance quality assurance, and improve guest-facing messaging. Creativity and initiative are encouraged to pilot innovative training methods, develop support resources like playbooks and SOPs, and drive overall excellence in customer service. This role offers a competitive pay range from $18.75 to $23.81 per hour, plus eligibility for annual bonuses and equity awards based on performance. The comprehensive benefits package includes medical, dental, and vision insurance, 401k, sick leave, vacation, and more, making it a rewarding career path for individuals passionate about making a meaningful impact in the fast-casual restaurant industry while fostering exceptional customer relationships.

• High school diploma or general education degree (GED)
• Experience in Customer Care or related field
• Familiarity with case management systems like ServiceNow preferred
• Competency in omnichannel support tools including chat, email, telephony, and social media responses
• Excellent communication skills both written and verbal
• Ability to handle difficult conversations with empathy and professionalism
• Problem-solving skills under pressure
• Ability to manage multiple chats simultaneously
• Commitment to hospitality and brand voice standards