Specialist, Customer Incident
$46,987–$59,010 year
On-site · Columbus, Ohio, United States
Job Summary
Specialist, Customer Incident will triage and manage a caseload of escalated customer incidents from intake to closure within defined SLAs; conduct objective investigations including collecting statements and incident reports, assess exposure and liability, and determine next steps; escalate cases to appropriate partners (Food Safety, Workers’ Comp, Legal, Ops, Social Listening) based on severity and legal implications; implement positive resolutions with guests (refunds/credits/gift cards) per policies; partner with third-party claims administrator when needed; provide coaching to restaurant teams on incident prevention and documentation; maintain complete case documentation and evidence; monitor team email inbox and respond to inquiries within SLAs; identify trends and provide recommendations to reduce future incidents and improve guest sentiment.
Required Qualifications
- High school diploma or GED required
- 1-3 years of experience in restaurant operations, customer service, or risk/claims management required
- Associate or Bachelor’s Degree (BA or BS) in business, litigation management, or communications preferred
- ServSafe Certification preferred
- Experience with ServiceNow or similar case/CRM systems preferred
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