Customer Service Representative (CSR)

Job Title: Customer Service Representative

Location: Chicopee, MA

Start Date: Immediate

About Gateway:

Gateway Fiber is seeking an outstanding individual to fill the role of Customer Service Representative. Gateway Fiber is a locally owned and operated internet service provider on a mission to positively impact communities through better internet. Gateway is creating a leading, national fiber-to-the-home platform. With the support of its financial sponsor CBRE Investment Management, Gateway plans to reach 500,000 homes and businesses with its service over the next several years. Gateway provides faster, more reliable internet with a simple pricing model and industry-leading customer service.

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.
• Process inbound and outbound customer calls related to installation & engineering scheduling appointments.
• Research, resolve, and reschedule appointments as necessary.
• 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.
• Serve as a backup to the Workforce Management Coordinator.

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. 
• Collaboration! This job is in-office in Fridley, MN.
• 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.