Contact Specialist

East Central Energy•Braham, MN

1d•Onsite

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. 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 plus at least two years of customer service experience.
Strong communication skills and the ability to stay calm and focused, even when things are busy.
Good listening skills and a naturally helpful demeanor.
Comfortable guiding conversations toward solutions.
Proficient in 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

Reviewing any updates that could impact member conversations, like service alerts, billing reminders, program changes, or notes from other teams.
Answering calls, emails, chats, and in-person questions from members regarding billing, setting up service, updating account details, or transferring service.
Entering outages, helping troubleshoot basic fiber and voice issues, and ensuring the right teams are looped in for service restoration.
Helping members navigate billing concerns, set up payment arrangements, and connecting them with resources like energy assistance programs.
Documenting interactions, managing follow-up work, and processing payments.
Supporting financial questions and balancing cash drawers.
Discussing programs like Auto Pay, Budget Billing, Operation Round-Up, Caring Members, and ECE Fiber with members to find suitable options.