Customer Experience Specialist - Fiber Internet

Gateway-Fiber; O’Fallon (MO); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Comprehensive benefits

Flexible environment

Career development

Job summary

Gateway Fiber is seeking a Customer Service Representative in Wright City, MO to be the frontline in representing Gateway to customers and communities. You will respond to inquiries by phone, email, chat and text, assist with order status, billing, and technical troubleshooting, and document tickets.

The successful candidate will have strong communication, problem-solving, and attention to detail, with a proactive, customer-focused approach.

Qualifications

• Excellent verbal and written communication skills.
• Ability to solve complex interpersonal problems.
• Calm and collected under pressure and stress.
• Strong follow-up skills, accuracy and attention to detail.
• Excellent customer service skills, including positive phone demeanor.

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 call feedback surveys.
• Inform and follow standard processes and procedures including documenting customer tickets and calls notes.

Skills

Verbal communication

Written communication

Problem solving

Attention to detail

Customer service

Stamina

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Gateway Fiber is seeking a Customer Service Representative in Wright City, MO to be the frontline in representing Gateway to customers and communities. You will respond to inquiries by phone, email, chat and text, assist with order status, billing, and technical troubleshooting, and document tickets.

The successful candidate will have strong communication, problem-solving, and attention to detail, with a proactive, customer-focused approach.