Remote Senior Client Representative

Summary

Join our team as a Senior Client Representative at the California Independent System Operator (ISO) and play a key role in managing transactional issues between the ISO and its stakeholders/customers.

Requirements

• A Bachelor's degree (BA, BS) or equivalent education, training or experience in Business, Engineering, Political Science or related field
• Equivalent years of education and training, plus five (5) or more years related experience
• Client representative and customer service experience required
• In-depth knowledge of one of the following ISO/RTO areas required: Market Design, Settlements, Grid Operations, Compliance or Metering

Responsibilities

• Serves as a primary point of contact for transactional issues between the ISO and its customers and stakeholders
• Provides customer care through phone support, issue management (CIDI), email, web inquiries and the Customer Support Desk/Real Time Operations
• Researches, analyzes, and coordinates resolution of customer’s market, business and operations issues with a focus on quality timely resolution
• Builds internal expertise on business processes and solutions and engages with SME’s as necessary
• Creates documentation, such as knowledge articles, for self-help capability and education of customers and stakeholders
• Responsible for overseeing the maintenance of issue management and knowledge management tools
• Accurately captures detailed subject matter expertise within assigned areas to provide customers with responses to complex questions and enable them to perform their business in accordance with ISO Tariff and Operating Procedures
• Proactively develops relationships and maintains a high standard of excellence in external and internal customer care
• Develops and supports the evolution of the customer support model in collaboration with Account Managers
• Coordinates proactive outreach efforts, communications and issue resolution with Account Managers as required
• Monitors and refines Customer Service, Scheduling Coordinator and internal ISO business work flow and processes as they pertain to the business unit, to improve and enhance process efficiency
• Ensures department processes and procedures are accurately captured and followed
• Gathers information pertaining to issues and presents solutions to management to mitigate and maintain positive client relationships
• Develops goals and action plans aligned to strategic initiatives to promote customer care within the company

Benefits

Relocation assistance is available