Sr Client Representative

PRIMARY PURPOSE:

Under the general direction of the Manager, acts as a primary point of contact for transactional issues between the ISO and its Stakeholders/Customers addressing issues that may range from real time operational issues to settlement and dispute inquiries. Initiates and coordinates resolution to business issues related to business operations, market transactions, ISO contracts, scheduling, real time operations, metering, settlements, ISO Tariff compliance, and information technology.

PRINCIPAL DUTIES AND 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. Seeks to continuously improve customer phone management, CIDI management, self-help capability and communications including external change management communications and quality. Supports the corporate strategic plan objectives of enhanced pro-active monitoring, improved responsiveness and quality of issue resolution, and identification and elimination of root causes of incoming issues. 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.
• Provides support and continuously evolves and develops assigned areas of expertise. 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 areasto 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. Oversees the activities of entry level Client Representatives and may direct the work of team members. Participates in needs assessments, development and distribution of market notices to ensure accurate messaging and content.

Requirements

Level of Education and Discipline:

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

Amount of Experience:

Equivalent years of education and training, plus five (5) or more years related experience.

Type of 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. Familiarity with ISO/RTO Operations, Settlements Policies and Procedures.

Additional Skills and Abilities:

Must be able to work effectively in a team environment as facilitator and team member. Excellent analytical, verbal and written communication and documentation skills required, with a demonstrated attention to detail. Ability to use deductive reasoning and analytical thinking with sound judgment and decision-making skills. Excellent interpersonal and conflict resolution skills are also essential. Must be self-starting and willing and able to work independently in a dynamic corporate organization under pressure of tight deadlines and aggressive expectations. Self-motivated, problem solving skills and the ability to influence others without direct authority. Proficiency in computer applications such as MS Office (Word, Excel, PowerPoint, and Outlook). Ability to effectively use databases. Ability to quickly assimilate new information and grasp complex market interactions and interdependencies.