Customer Support/Office Manager

Allied USA•Pleasant Grove, UT

6d•Onsite

About The Position

We’re looking for a Customer Support & Office Coordinator to be the first voice our customers hear and the person who keeps our office running. You’ll answer the customer service line and inbox, coordinate with subcontractors to get services scheduled, open and track tickets, and make sure nothing sits unanswered. You’ll also own the day-to-day of the office, from supplies and snacks to the lunches, celebrations, and service projects that bring our team together. This is a good fit for someone friendly and organized who can switch from a frustrated customer call to a catering order in the same hour without losing track of either. If you’re the kind of person who follows up before anyone has to ask, you’ll do well here.

Requirements

One (1) or more years of customer service experience, ideally by phone and email.
Warm, clear communication, especially with a customer who is frustrated.
Strong organizational skills and reliable follow-through on open tickets and pending requests.
Comfort switching between customer work and office logistics throughout the day.
Dependability with recurring deadlines, including the Tuesday manifest.
Good judgment about when to resolve something yourself and when to escalate.
Experience with a ticketing system such as HubSpot preferred.
Comfort with Excel or Google Sheets for basic tracking.
Discretion when handling customer, employee, and account information.
A team-first mindset and willingness to jump in where needed.
Able to lift and carry up to 40 pounds and to be on your feet during event setup.
Valid driver’s license for occasional local errands.

Nice To Haves

Experience with a ticketing system such as HubSpot

Responsibilities

Answer the customer service line and inbox, and serve as the first point of contact when issues come in — resolving what you can and escalating what you can’t.
Respond to voicemails and route information to the right person or team.
Create tickets for customer issues and follow up with subcontractors until they’re resolved.
Coordinate with subcontractors to get services scheduled and confirmed.
Gather the background our Customer Success Managers need when an issue is escalated to them.
Create billing tickets and help with basic accounting questions, passing more complex items to the Accounting team.
Process supply orders and address change addendums.
Manage our Curtis Bay accounts, where Allied is the subcontractor, working with our Sharps contact on service requests and sending manifests every Tuesday.
Keep the office running: weekly Costco and catering orders, daily snack restocking, office supplies, and greeting visitors at the door.
Set up and clean up Friday team lunches, and plan the monthly birthday and anniversary celebration.
Help plan and execute monthly team activities, the quarterly team dinner, and the quarterly service project.
Add and deactivate users in Slack and Motivosity, and send Amazon gift cards to customers who leave positive reviews.