Contact Specialist

Are you someone who enjoys helping people, solving problems, and being the go-to person when something isn’t working? 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.

Requirements:

- Education & Experience: High school diploma plus at least two years of customer service experience.

- Skills: Strong communication skills and the ability to stay calm and focused, even when things are busy. You’re a good listener, naturally helpful, and comfortable guiding conversations toward solutions. You’re confident using Microsoft 365 and other systems for data entry and tracking. You can troubleshoot basic internet and voice issues, handle financial transactions accurately, and maintain confidentiality and professionalism in every interaction.

Why You'll Love Working at ECE:

- Values-Driven Culture: Built on Respect, Integrity, Courage, and Humility, we foster innovation, accountability, and empowered decision-making to help you succeed.

- Competitive Pay: Starting hourly wage of $27.00.

- Outstanding Benefits: 100% employer-paid medical with employer contributions to an HSA, dental, vision, STD, LTD and more—including tuition reimbursement and employee assistance programs.

- Future-Ready: Build your financial security with a 401(k)-plan featuring up to a 10% employer contribution.

- Rest and Renewal: Receive 40 hours of PTO after your first 8-hour workday, with additional PTO accrued weekly based on years of service, in addition to 10 paid holidays.

- Community Focused: Be part of a cooperative that actively supports local initiatives and strengthens the communities we serve.

A Day in the Life:

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.

- Helping members in real time: You’ll answer calls, emails, chats, and in-person questions from members. Whether it’s a billing question, setting up service, or updating account details, or transferring service, you’ll guide them through it with clarity and care. Some conversations are quick and straightforward, while others require deeper listening, investigating, and step-by-step support.

- Solving problems that matter: When someone calls because their power is out or their internet isn’t working, you’ll jump in. You’ll enter outages, help troubleshoot basic fiber and voice issues, and make sure the right teams are looped in so service is restored as quickly as possible.

- Walking through tough situations: Not every conversation is easy. You’ll help members navigate billing concerns, set up payment arrangements, and connect them with resources like energy assistance programs. Staying calm, accurate, and member-focused is key, especially when someone is frustrated or dealing with a time-sensitive issue.

- Keeping things running behind the scenes: You’ll document interactions, manage follow-up work, and keep your queue moving so nothing falls through the cracks. You’ll also process payments, support financial questions, and balance your cash drawer with accuracy and attention to detail each day.

- Sharing programs that help members: You’ll talk with members about programs like Auto Pay, Budget Billing, Operation Round-Up, Caring Members, and ECE Fiber helping them find options that truly fit their needs.

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.

Additional Details:

- Schedule: Onsite, Monday through Friday, 8:30 a.m. to 5:00 p.m., at the Braham, MN Headquarters building.

- Hybrid Option: This position may offer a hybrid work arrangement after a training period.

- Equal Opportunity Employer: ECE embraces diversity and is committed to creating an inclusive workplace. We welcome applicants from all backgrounds and value the unique perspectives and experiences they bring.

To help us better understand your experience and interest in this role, please submit your resume and brief cover letter by 3:30 p.m. on Thursday, May 14, to start your journey with East Central Energy!