Construction Support Specialist

Gateway Fiber; O’Fallon (MO); On-site; USD 42,000 - 55,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

Flexible environment

Career development

Locally owned company

Job summary

Gateway Fiber is seeking a Customer Service Representative focused on construction-related inquiries in the Greater St. Louis area. You will coordinate with construction project teams to resolve issues, improve processes, and ensure a positive customer experience.

The role emphasizes problem-solving, timely communication, and collaboration across departments to support ongoing projects and service quality.

Qualifications

• High school diploma or associate’s degree preferred (business/construction).
• 1–3 years in customer support, ideally in construction, telecom, or similar.
• Strong critical thinking with ability to troubleshoot construction-related concerns.
• Excellent communication and interpersonal skills for cross-team coordination.
• Strong organizational skills with thorough documentation and follow-up.

Responsibilities

• Manage construction-related customer inquiries with timely, efficient responses.
• Coordinate escalation processes between customer service and construction operations.
• Collaborate with cross-functional teams to address service improvements for customers and internal teams.
• Identify opportunities to simplify and improve customer service workflows in construction.
• Support onboarding and training for CSRs with guidance on construction-specific issues.
• Create customer tickets when necessary.
• Contribute to overall customer satisfaction and team success.

Skills

Customer support

Critical thinking

Communication

Organizational skills

Education

High school diploma

Associate's degree in Business/Construction

Tools

CRM software

Ticketing systems

Job description

Job Details

Job Location: Greater St. Louis - O Fallon, MO 63368

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.

Benefits

• 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.