Construction Support Specialist

## Description

As a key member of the customer service team, you'll play an integral role in maintaining Gateway's industry-leading customer service standards while supporting our mission to add 100,000 residential and business passings per year. The Construction Coordinator is expected to contribute in the following significant ways:

• Manage construction-related customer inquiries, ensuring timely and efficient responses to questions or issues related to ongoing or completed construction projects.
• Function as a liaison to coordinate escalation processes between customer service and construction operations teams to resolve project-related issues that may impact customers.
• Collaborate with cross-functional teams, including construction project managers, to streamline communication and address service improvements that benefit both customers and internal teams.
• Support efforts to simplify and improve construction-related customer service processes and workflows, proactively identifying opportunities to enhance the customer experience throughout the construction process.
• Support onboarding and training efforts for CSRs by sharing best practices and providing guidance on handling construction-specific customer concerns and troubleshooting.
• Work to create customer tickets when necessary.
• Perform other duties as assigned, contributing to overall customer satisfaction and team success.

**What’s in it for you?**

• Seeing your work makes 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.

## Qualifications
**The successful candidate will bring the following to the table:**

• High school diploma or equivalent; an associate’s degree in business, Construction Management, or a related field is preferred.
• 1-3 years of experience in customer support roles, ideally within construction, telecommunications, or a similar industry.
• Strong critical thinking skills with the ability to troubleshoot customer concerns related to construction projects.
• Excellent communication and interpersonal skills, facilitating effective coordination between customers and internal teams.
• Demonstrated organizational skills and attention to detail, ensuring thorough documentation and follow-up on customer inquiries.
• Ability to manage multiple tasks efficiently in a demanding environment, meeting timelines and ensuring quality in customer interactions.
• Experience with ticketing systems and CRM software is a plus.