Customer Service Representative

Job Title:           Customer Service Representative

Location:          Wright City, MO

Start Date:       Immediate

About Gateway and WANRack:

St. Louis-based Gateway Fiber and Kansas City-based WANRack have merged to create a national fiber-to-the-premises (FTTP) platform serving residents, businesses, and schools across 25 U.S. states. Gateway Fiber, founded in 2019, provides high-speed internet to residential and commercial customers across Missouri, Massachusetts, and Minnesota. WANRack, launched in 2013, is a broadband provider that serves school districts and libraries through its E-Rate program, as well as residential and commercial customers in eastern Kansas via its KWIKOM subsidiary.

The merger combines the resources of both companies, resulting in greater scale, improved operations, and enhanced growth opportunities for employees and the organization. The combined company is expanding its product offerings for small and medium-sized businesses while addressing increasing commercial and wholesale internet needs.

Gateway’s Beliefs About People:

Gateway believes that people want to know they are cared for both professionally and personally at work. We need a clear vision for where the company is going and how we can contribute to it. At Gateway, we look out for each other and actively find ways to help one another. We all. We all have a role in defining the path forward towards the company's vision. We strive for a transparent environment where information is readily shared, and our teams feel safe to share feedback, even if it might seem unpopular. Someone in the right role with the tools to succeed can operate autonomously to meet their objectives. Gateway's beliefs about people shape the company and the way we do business.  

Expected Outcomes and Requirements:

Gateway is hiring a Customer Service Representative to play a critical role in supporting Gateway’s industry leading customer experience.  The CSR will be the frontline in representing Gateway to our customers and the communities we serve. The Customer Service Representative is expected to contribute in the following significant ways:

• Showcase Gateway’s core values interacting with customers in a professional and friendly manner and exceeding their expectations at every opportunity.
• 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 promotor score, ticket resolution rate and time, and results of call feedback surveys.
• Effectively communicate Gateway’s product and service offering.
• Inform and follow standard processes and procedures including documenting customer tickets and calls notes.

The successful candidate will bring the following to the table:

• 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-Word, Excel, Outlook).
• High school diploma or equivalent.
• Ability to work independently and make sound decisions.
• Must have physical strength, balance, hand-eye coordination, and stamina necessary to complete jobs in various areas.
• Must have flexibility in scheduling to meet the needs of the business.

What’s in it for you?

• Seeing your work make 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.