Construction Support Specialist

Gateway Fiber • O’Fallon, MO

19h

About The Position

Gateway Fiber is seeking a Construction Support Specialist to coordinate support and communication throughout construction projects and provide an exceptional experience for customers affected by fiber-optic installation and related construction activities. As part of the customer service team, the specialist helps maintain Gateway’s customer service standards while supporting the company’s goal of adding 100,000 residential and business passings per year.

The role manages construction-related customer inquiries and coordinates escalations between customer service and construction operations. The specialist collaborates with construction project managers and other teams to improve communication, customer service processes, and workflows. The position also supports CSR onboarding and training on construction-specific customer concerns and troubleshooting, creates customer tickets when necessary, and performs other assigned duties.

Requirements

• High school diploma or equivalent.
• 1–3 years of experience in customer support, ideally in construction, telecommunications, or a similar industry.
• Strong critical-thinking and troubleshooting skills for customer concerns related to construction projects.
• Excellent communication and interpersonal skills to coordinate effectively between customers and internal teams.
• Strong organizational skills and attention to detail for documenting and following up on customer inquiries.
• Ability to manage multiple tasks in a demanding environment, meet timelines, and maintain quality in customer interactions.

Nice To Haves

• Associate’s degree in business, Construction Management, or a related field.
• Experience with ticketing systems and CRM software.

Responsibilities

• Manage customer inquiries about ongoing or completed construction projects and respond to questions or issues in a timely and efficient manner.
• Coordinate escalations between customer service and construction operations to resolve project-related issues that may affect customers.
• Collaborate with cross-functional teams, including construction project managers, to improve communication and service.
• Identify opportunities to simplify and improve construction-related customer service processes and workflows.
• Support CSR onboarding and training by sharing best practices and guidance for construction-specific customer concerns and troubleshooting.
• Create customer tickets when necessary.
• Perform other duties as assigned.

Benefits

• Competitive salary
• Medical, dental, and vision benefits
• Paid time off
• Flexible environment
• Career development
• Opportunities to learn skills and participate in critical projects across the business

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED