Stakeholder Services Representative

About the role

The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high-voltage transmission lines, dispatching power from hundreds of generating units across the state. The New York Independent System Operator (NYISO) applies cutting-edge technology to operating a reliable electricity system, managing competitive markets for wholesale electricity, and planning for the Empire State's energy future. The NYISO's External Affairs department invites applications for a full-time Stakeholder Services Representative. The Stakeholder Services Representative is the primary interface with the NYISO's Market Participants, operating in a highly technical and dynamic environment responding to inquiries from Market Participants and prospective Market Participants along with state and federal entities and the public. The role of a Stakeholder Services Representative is to support their colleagues in the day-to-day operations as needed, demonstrate consistent leadership characteristics in dealing with internal/external customers including supporting NYISO management and policies. The department fields technical inquiries from electric generators, utilities, demand response providers, and consumers that participate in New York's wholesale power markets. The Stakeholder Services Representative must be able to comprehend and resolve technical issues, working independently in a team environment, performing highly complex tasks resolving inquiries impacting Market Participant interactions with NYISO's market systems and grid operations. The Stakeholder Services Representative will resolve technical/in-depth challenging inquiries, understanding customer positions, act as their advocate before the NYISO working closely with Market Participants to educate them on NYISO's markets, products, and services. The Stakeholder Services Representative will research and respond to inquiries of a technical and/or market-related nature. They will autonomously review complex information relevant to participants in NY's high voltage electric power markets and resolve these inquiries using existing and newly created documentation and in concert with the efforts of subject matter experts. The Stakeholder Services representative is a unique role where interaction with every NYISO department is necessary to be successful. Working in a highly matrix environment across the enterprise, the Stakeholder Services representative is responsible from start to finish on all inquiries. They also Work directly with internal NYISO departments across the value chain to test/coordinate new products/enhancements including assisting/ Member Relations. Interaction across departments to deliver a complete customer service experience is imperative as we work to register new Market Participants and foster relationships. The Stakeholder Services Representative will demonstrate a thorough understanding of the NYISO's markets and processes while meeting the individual needs of the customers participating in NYISO's wholesale electric market. ESSENTIAL DUTIES and RESPONSIBILITIES Receive, initiate, and manage tracking of customer-related inquiries pertaining to the NYISO markets and/or market-related systems. Inquiries are received through multiple channels, Email, Chat, Phone and Member Community Portal. Inquiries are also relayed through other NYISO departments as they interact with NYISO customers and Market Participants. Document all customer related activities (inquiries, contact data, contact roles and pertinent information on participation in the NYISO markets in the CRM-Customer Relationship Management software & the MIS-Market Information System. Perform research to resolve customer inquiries and provide a detailed resolution. Research may involve one or more of the following: Review of NYISO Tariffs, Manuals, User Guides and Technical Bulletins. Utilization and a functional understanding of NYISO Data systems (MIS, DSS, DRIS, ICAP, etc.). Consultation with other Stakeholder Services Team Members. Consultation and discussion with NYISO Subject Matter Experts residing in other departments in a particular area. Coordinating conference calls with all parties involved to review issue and propose solutions. Meeting may take place over multiple weeks/months and could require involvement with many NYISO departments. Perform periodic and ad hoc reports and analyses. Involves; accessing systems, generating reports and review findings/interpret results and then communicate information back to the customer. Involvement with other NYISO departments may be required to discern information and facilitate positive outcomes. Serve as a customer advocate for the Market Participant- thoroughly understanding their position (which may be of a highly technical and complex nature), and adequately represent them in NYISO meetings and discussions. Understand NYISO's position on market design strategies and convey

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