Assoc-Customer Svc Specialist

The People Behind The Power!ISO New England Inc., the power of success is driven by the insight and ingenuity of professionals like you. With a key role in the deregulation of the region's utility industry, we've become the nations first Independent System Operator responsible for planning, managing and operating New England's bulk electricity supply facilities and administering the region's wholesale bulk power market. In return, we provide all the resources our team needs to achieve excellence. For the success you've been looking for, go to the source - www.iso-ne.com - and join us today.This position is responsible for a wide array of customer support efforts and communications and will be the first point of contact for ISO New England (ISO) customers both external and internal.Responsibilities include:Answering incoming and outbound calls related to the New England Wholesale Electric Markets, its functions, and other aspects of doing business with ISO New EnglandResolving customer questions and concerns in dealings with ISO New England and assisting Market Support Services staff in researching and resolving complex customer issuesInterpreting various governing documents and their impact on specific customer situations. The governing documents include, but are not limited to the ISO New England Inc. Transmission, Markets & Services Tariff, Market Rule 1, ISO New England Manuals, and ISO New England Operating Procedures
REQUIREMENTS
Requirements include:Customer Service Specialist level requires a minimum of 3 years experience in the utility industry with direct customer contactA Bachelor's Degree in Engineering, Business, Marketing, or Communications or equivalent experienceExperience working in customer serviceExcellent oral, written and interpersonal skillsA demonstrated ability to work in a rapidly changing environment, meet deadlines and work effectively with othersProficiency in Microsoft Office Suite and Web based softwareDesirable qualities include:An understanding of deregulated electric utility markets and knowledge of New England Market Rules, Manuals and Operating ProceduresUnderstanding of ISO functions and cross-departmental dependencies as they relate to Market Participant issuesA demonstrated ability and knowledge of customer conflict resolutionProficiency using Microsoft Access and Analytical Reporting Tools such as Oracle Discoverer