Customer Experience Specialist, Fiber Internet

Gateway Fiber; O’Fallon (MO); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid time off

Flexible environment

Job summary

Gateway Fiber is hiring a Customer Service Representative to serve as the frontline ambassador for our growing community of customers in the Greater St. Louis area. You will handle inquiries via phone, email, chat, and text, and assist with order status, billing, and technical questions.

The role emphasizes strong communication, problem-solving, and a calm, professional approach under pressure. You will contribute to performance metrics while documenting interactions and supporting a simple

Qualifications

• Excellent verbal and written communication skills.
• Capability to solve complex interpersonal problems.
• Demonstrated calm and collected demeanor under pressure and stress.
• Strong follow-up skills, accuracy, and attention to detail.
• Excellent customer service skills, including positive phone demeanor.
• Exceptional attendance and punctuality.
• Familiarity with Microsoft Office Suite (MS Office).
• High school diploma or equivalent.
• Ability to work independently and make sound decisions.
• Must have physical strength, balance, hand-eye coordination, and stamina for on-site work.
• Must have flexibility in scheduling to meet business needs.

Responsibilities

• Respond to customer inquiries received by phone, email, chat, and text.
• Resolve customer questions and issues related to order status, billing, and technical troubleshooting.
• Contribute to key company metrics including customer net promoter score, ticket resolution rate and time, and results of call feedback surveys.
• Effectively communicate Gateway’s product and service offering.
• Document customer tickets and call notes in standard processes.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Attention to detail

Attendance punctuality

MS Office

Independent worker

Education

High school diploma

Tools

MS Office Suite

Job description

Gateway Fiber is hiring a Customer Service Representative to serve as the frontline ambassador for our growing community of customers in the Greater St. Louis area. You will handle inquiries via phone, email, chat, and text, and assist with order status, billing, and technical questions.

The role emphasizes strong communication, problem-solving, and a calm, professional approach under pressure. You will contribute to performance metrics while documenting interactions and supporting a simple