Customer Onboarding Specialist (Remote within Commuting Distance)

Folsom, CA Folsom, CA Full-time Full-time $33. 75 - $56. 25 an hour $33... 75 - $56. 25 an hour 1 day ago 1 day ago 1 day ago 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 remote work capacity, but requires the ability to commute in as needed. Relocation assistance is available. Job Description Under the general direction of the Manager, manages the on-boarding and maintenance of new and existing California ISO entities including Scheduling Coordinators (SC), Western Energy Imbalance Market (WEIM) customers, Reliability Coordinator (RC) customers and other market participants. Provides implementation expertise process improvements to ensure customer preparedness for participation in the California ISO markets and ensure readiness for ongoing change initiatives. Responsibilities include customer communication and case management, process documentation and improvement, Business Practice Manual (BPM) changes, user acceptance criteria and testing, and customer assistance as needed. 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 Responsible for the on-boarding of new and existing entities including Scheduling Coordinators, WEIM customers, RC customers and other Market Participants. Provides support to customers for onboarding functions such as system access setup and issue resolution. Works to ensure that business processes and procedures comply with tariff/BPM modifications and policy decisions and are reflected in documentation and training materials. Analyzes, develops and proposes updates to internal business procedures to reflect latest processes and policies. Supports and analyzes business processes, identifies root cause of undesirable process anomalies, and provides recommendations for process improvements. Performs AIM support for customers and AIM updates and validations as needed. Supports and assists prospective SCs and CRR Holders with legal, technical and contractual requirements to become certified participants. Maintains relevant business process flows and desk top procedures, coordinates SCs activities and assists with legal, technical and contractual requirements related to SC and CRR Holder certification. Supports and contributes to the training of new Scheduling Coordinators by reviewing and developing training material based on the needs of SC's and CRR Holders. Supports the implementation of process improvement recommendations including controls and automation of processes into software solutions. Manages BPM change management process and coordinates with stakeholders, the BPM change manager and the BPM coordinators to ensure compliance to the tariff requirements. Tracks, maintains, reviews and approves as related to Proposed Revision Requests (PRRs). Trains new BPM Coordinators on BPM change management process and application process. Manages and updates BPM Change Management related documents. Supports our internal customers by providing information and knowledge regarding customer readiness and represents the SECE division. Attends, schedules and participates in business meetings and collaborates with ISO colleagues to develop best practices policies and procedures to identify and resolve issues. Responds to internal and external clients in a timely and accurate manner. Effectively communicates status of work items and issues to avoid delays and ensure continuity amongst the team. Participates in ongoing activities to increase collaboration between the Customer Readiness team and other ISO departments. Qualifications Level of Education and Discipline: A Bachelor's degree (BA, BS) or equivalent education, training or experience in Business, Political Science, Organizational Development, or related field. Amount of Experience: Equivalent years of education and training, plus two (2) or more years related experience. Type of Experience Previous customer service or case management experience required. Experience with CRMs such as Salesforce preferred. Knowledge of ISO processes and system and/or electric industry helpful Additional Skills and Abilities: Strong verbal and written communication and documentation skills required, with a demonstrated attention to detail and process improvement. Must be self-starting and willing and able to work independently in a dynamic corporate organization under pressure of tight deadlines and aggressive expectations. Able to grasp new concepts quickly and retain information. Ability to use deductive reasoning and analytical thinking with sound judgment and decision-making skills. Extremely strong organizational and case management skills. Strong interpersonal and conflict resolution skills essential. Problem solving skills with the ability to identify possible problems and influence others without direct authority. Knowledge on running basic SQL queries preferred. Ability to stay focused with changing objectives/interruptions. Ability to take notes and assist creating, updating and tracking desktop procedures required. Must be able to work effectively in a team environment as facilitator and team member. Must be proficient with Microsoft Office Suite. Additional Information The pay range for the Customer Onboarding Specialist is $33. 75 - $56. 25 per hour. All your information will be kept confidential according to EEO guidelines. . Estimated Salary: $20 to $28 per hour based on qualifications