Construction Support Specialist

Gateway Fiber, LLC; O’Fallon (MO); On-site; USD 48,000 - 72,000; Full time

Job summary

Gateway Fiber, LLC is seeking a fully qualified Construction Support Specialist to join our team in the Greater St. Louis area with an immediate start.

This role focuses on handling construction-related customer inquiries and coordinating with service teams as projects progress from start to finish. The position requires collaboration with customer service and construction operations, helping to streamline workflows, onboard CSRs, create customer tickets, and contribute to overall customer

Qualifications

• High school diploma or equivalent; an associate’s degree is preferred.
• 1–3 years in customer support, ideally in construction/telecom.
• Ability to troubleshoot construction-related customer concerns.
• Strong communication and interpersonal skills.
• Excellent organization and documentation skills.
• Experience with ticketing systems and CRM is a plus.

Responsibilities

• Manage construction-related customer inquiries, ensuring timely and efficient responses to questions or issues related to ongoing or completed construction projects.
• Function as a liaison to coordinate escalation processes between customer service and construction operations teams to resolve project-related issues that may impact customers.
• Collaborate with cross-functional teams, including construction project managers, to streamline communication and address service improvements that benefit both customers and internal teams.
• Support efforts to simplify and improve construction-related customer service processes and workflows, proactively identifying opportunities to enhance the customer experience throughout the construction process.
• Support onboarding and training efforts for CSRs by sharing best practices and providing guidance on handling construction-specific customer concerns and troubleshooting.
• Work to create customer tickets when necessary.
• Perform other duties as assigned, contributing to overall customer satisfaction and team success.

Skills

Customer support

Communication

Critical thinking

Organizational skills

CRM software

Education

High school diploma

Associate’s degree (Business/ Construction Management or related field)

Tools

Ticketing systems

CRM software

Job description

Job Details: Job Location: Greater St. Louis - O Fallon, MO 63368, Job Title: Construction Support Specialist

Start Date: Immediate

Location: Wright City, MO

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Provisioning Specialist (CSS). Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all have a role in defining the path forward towards the company’s vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway’s beliefs about people shape the company and the way we do business.

Expected Outcomes and Requirements:

• Manage construction-related customer inquiries, ensuring timely and efficient responses to questions or issues related to ongoing or completed construction projects.
• Function as a liaison to coordinate escalation processes between customer service and construction operations teams to resolve project-related issues that may impact customers.
• Collaborate with cross-functional teams, including construction project managers, to streamline communication and address service improvements that benefit both customers and internal teams.
• Support efforts to simplify and improve construction-related customer service processes and workflows, proactively identifying opportunities to enhance the customer experience throughout the construction process.
• Support onboarding and training efforts for CSRs by sharing best practices and providing guidance on handling construction-specific customer concerns and troubleshooting.
• Work to create customer tickets when necessary.
• Perform other duties as assigned, contributing to overall customer satisfaction and team success.

What’s in it for you?

• Seeing your work makes a positive difference in the lives of our served communities.
• Competitive salary and comprehensive benefits (medical, dental, vision, paid time-off, flexible environment).
• Locally owned, friendly, innovative company with high growth projections.
• Career development.
• To learn skills and participate in critical projects in all areas of the business.

Qualifications:

• High school diploma or equivalent; an associate’s degree in business, Construction Management, or a related field is preferred.
• 1-3 years of experience in customer support roles, ideally within construction, telecommunications, or a similar industry.
• Strong critical thinking skills with the ability to troubleshoot customer concerns related to construction projects.
• Excellent communication and interpersonal skills, facilitating effective coordination between customers and internal teams.
• Demonstrated organizational skills and attention to detail, ensuring thorough documentation and follow-up on customer inquiries.
• Ability to manage multiple tasks efficiently in a demanding environment, meeting timelines and ensuring quality in customer interactions.
• Experience with ticketing systems and CRM software is a plus.