Contact Specialist

East Central Energy•Braham, MN

2d•Hybrid

About The Position

At East Central Energy (ECE), our Contact Specialists are often the first voice our members hear and the one they remember. If you’re calm under pressure, naturally helpful, and enjoy a mix of problem-solving and connection, this could be a great fit. In this role, you’re the connection point between our members and the services they rely on every day. Most of your day is spent at your workstation, managing a steady stream of member calls, chats, and emails. It’s a fast-moving environment where you’ll stay logged in and engaged throughout the day, with priorities that can shift quickly. You’ll start your day by reviewing any updates that could impact member conversations, like service alerts, billing reminders, program changes, or notes from other teams. From there, you’ll jump into your queue, and the pace picks up quickly. No two days are exactly the same, but the purpose stays consistent: provide timely responses, accurate information, and a member experience that reflects our cooperative values of Respect, Integrity, Courage, and Humility.

Requirements

High school diploma
At least two years of customer service experience
Strong communication skills
Ability to stay calm and focused, even when things are busy
Good listener, naturally helpful, and comfortable guiding conversations toward solutions
Confident using Microsoft 365 and other systems for data entry and tracking
Ability to troubleshoot basic internet and voice issues
Ability to handle financial transactions accurately
Ability to maintain confidentiality and professionalism in every interaction

Responsibilities

Answer calls, emails, chats, and in-person questions from members regarding billing, setting up service, updating account details, or transferring service.
Enter outages, help troubleshoot basic fiber and voice issues, and ensure the right teams are looped in for service restoration.
Help members navigate billing concerns, set up payment arrangements, and connect them with resources like energy assistance programs.
Document interactions, manage follow-up work, and process payments.
Support financial questions and balance cash drawers with accuracy and attention to detail.
Inform members about programs like Auto Pay, Budget Billing, Operation Round-Up, Caring Members, and ECE Fiber.