California ISO is hiring a
Sr Client Representative

Summary

The Senior Client Representative at CAISO serves as the primary point of contact for transactional issues between the organization and its stakeholders. They provide customer care through phone support, email, web inquiries, and the Customer Support Desk/Real Time Operations. The role involves continuously improving customer service processes, developing relationships with Account Managers, and coordinating proactive outreach efforts. The position requires a Bachelor's degree or equivalent education and experience in Business, Engineering, Political Science or related field with five or more years of related experience.

Requirements

• A Bachelor's degree (BA, BS) or equivalent education, training or experience in Business, Engineering, Political Science or related field
• Five 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

• Acts 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
• Seeks to continuously improve customer phone management, CIDI management, self-help capability and communications including external change management communications and quality
• Researches, analyzes, and coordinates resolution of customer’s market, business and operations issues with a focus on quality timely resolution
• Creates documentation, such as knowledge articles, for self-help capability and education of customers and stakeholders

Benefits

• Flexible work arrangements including hybrid or local remote only work capacity
• Relocation assistance is available