Sr Client Representative (Hybrid or Local Remote only)

Company Description

The California Independent System Operator (ISO) manages the flow of electricity across the high-voltage, long-distance power lines that make up 80 percent of California's power grid. We safeguard the economy and well-being of 30 million Californians by operating the grid reliably 24/7.

As the impartial grid operator, the California ISO opens access to the wholesale power market that is designed to diversify resources and lower prices. It also grants equal access to 25,865 circuit-miles of power lines and reduces barriers to diverse resources competing to bring power to customers.

The California ISO's function is often compared to that of air traffic controllers. It would be grossly unfair for air traffic controllers to represent one airline and profit from allowing that company's planes to go through before others. In the same way, the California ISO operates independently—managing the electron traffic on a power grid we do not own—making sure electricity is safely delivered to utilities and consumers on time and reliably.

The California ISO is committed to the health, safety, and work/life integration of its employees, and is proud to offer flexible work arrangements. This position would be eligible to participate in a hybrid or local remote only work capacity,

Relocation assistance is available.

Job Description

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. 

Qualifications

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.