Lead Client Representative - Electricity Markets
Company: California Independent System
Posted on: June 9, 2021
Under the general direction of the Manager, ensures that all
Client Representatives fulfill their role as the primary point of
contact for transactional issues between the ISO and its
stakeholders/customers. Leads, initiates and coordinates resolution
to issues related to business operations, market transactions, ISO
contracts, scheduling, real time operations, metering, settlements,
ISO Tariff compliance, and information technology. Identifies and
leads business process improvements and self-help customer
capability to improve customer responsiveness and the overall
customer experience. Drives quality and consistency for all
What's In it for You
Our purpose is to lead the way to tomorrow's energy network.
Make a difference and impact millions of people who depend on
electricity in their everyday lives.
- You get to work on interesting and challenging assignments that
will help grow your skill set.
- You will work in an extremely collaborative environment inside
our LEED certified Folsom, California campus.
- You will be challenged, be a part of a winning team, and your
contributions will be rewarded and recognized.
What You Will Be Doing
- Provides superior customer support and is responsible for
assessing and expanding customer care, including support to the
Real-Time Operators. Responsible for continually evolving the
customer support model to meet the dynamic needs of customers and
the ISO. Analyzes data and interviews internal and external
customers to improve customer service, including self-help
capability and customer communications. Acts as primary point of
contact for transactional issues between the ISO and its customers
and stakeholders. 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. Supports the corporate strategic plan objectives of
enhanced pro-active monitoring and outreach, improved
responsiveness and quality of issue resolution. Responsible for
identification and elimination of root causes of incoming issues
with a strategic focus on larger impacts, reputation of the ISO and
proactive outreach. Leads Client Representatives in development and
monitoring of Customer Service metrics to improve responsiveness
and for data analysis. Provides leadership to the Client
Representatives and directs work of team members, including
assisting in prioritization of daily tasks. Works in conjunction
with other Leads to ensure department issues are resolved
effectively and efficiently.
- Leads, supports and develops the evolution of the 'Area of
Expertise' applicable to each Client Representative. Develops
processes and documentation for internal and external self-help
capability (i.e. Knowledge Articles) and education of customers and
stakeholders. Responsible for leading the maintenance of issue
management and knowledge management tools from planning through
implementation. Accurately captures detailed subject matter
expertise (within area of experience) to designs plans and
processes with the intent of expanding the knowledge base.
Coordinate and refine answers to complex questions while
proactively engaging the ISO more effectively and help customers
perform their business in accordance with ISO Tariff and Operating
Procedures. Continually develops collegial relationships and
maintains a high standard of excellence in external and internal
- Leads, develops, and supports the on-going evolution of the
customer support model in collaboration with Account Managers to
continually address the dynamic business needs. Coordinates
proactive outreach efforts, communications and issue resolution
with Account Managers as applicable. Leads, monitors and refines
Customer Service, Scheduling Coordinators and internal ISO business
work flow and processes as it pertains 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.
Participates in the development and review and distribution of
stakeholder communications to ensure accurate messaging and
content. Responsible to act as an Account Manager for customers
that may not have an account manager or in absence of existing
- Customer Experience Manager Back-up Support: Provides
leadership, guidance and strategic vision in absence of team
manager. Handles potential customer escalations with regards to
communications with senior leadership and external needs. Leads
efforts to gather data, analyze findings and promote issue
resolution across the division and the organization. Develops goals
and action plans in line with strategic initiatives to promote
customer care within company. Champions customer service and
provides a customer perspective throughout the ISO.
- Provides guidance, sets daily work assignment priorities for
staff as needed. Identifies staffing needs and mentors, coaches and
trains staff to optimize the team. Provides feedback to management
regarding staff performance in support of the performance
evaluation process. May participate in department hiring activities
such as interviewing and providing feedback on candidates'
- May function as a Department Manager and is accountable to
Manager for actions taken in Manager's absence. May be granted
additional supervisory authority based on department needs and/or
consistent with departmental succession planning
- This position will be required to participate in a rotating
Keywords: California Independent System, Folsom , Lead Client Representative - Electricity Markets, Other , Folsom, California
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