Customer Experience Specialist - Flexible Hours & Growth

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

Benefits offered by this job

Competitive salary

Comprehensive benefits

Paid time off

Flexible environment

Job summary

Gateway Fiber is hiring a Customer Service Representative to be the frontline contact for customers in the Greater St. Louis area.

The CSR will handle phone, email, chat, and text inquiries, resolving order status, billing, and technical questions with a friendly, professional demeanor. The role emphasizes documenting tickets, following standard processes, and contributing to customer metrics such as NPS and ticket resolution times.

Qualifications

• Excellent verbal and written communication skills.
• Ability to solve complex interpersonal problems.
• Calm and collected demeanor under pressure.
• Strong follow-up skills, accuracy, and attention to detail.
• Excellent customer service skills, including positive phone demeanor.
• High school diploma or equivalent.
• Flexibility in scheduling and ability to work independently.

Responsibilities

• Respond to customer inquiries by phone, email, chat, and text.
• Resolve questions about order status, billing, and technical troubleshooting.
• Represent Gateway's product and service offerings to customers.
• Document customer tickets and calls notes; follow standard processes.
• Contribute to metrics like net promoter score and ticket resolution times.

Skills

Excellent verbal and written comms

Interpersonal problem solving

Calm under pressure

Follow-up & detail orientation

Customer service excellence

Attendance & punctuality

MS Office proficiency

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

Gateway Fiber is hiring a Customer Service Representative to be the frontline contact for customers in the Greater St. Louis area.

The CSR will handle phone, email, chat, and text inquiries, resolving order status, billing, and technical questions with a friendly, professional demeanor. The role emphasizes documenting tickets, following standard processes, and contributing to customer metrics such as NPS and ticket resolution times.