Stakeholder Services Representative
$68,900–$115,200 year
HybridRensselaer, New York, United States
Job Summary
Manage customer inquiries and technical issues for NYISO's wholesale power markets via email, chat, phone, and the Member Community Portal. Research complex market-related questions by reviewing tariffs, manuals, and utilizing internal data systems while consulting subject matter experts. Serve as an advocate for Market Participants, resolving disputes, processing claims, and coordinating multi-departmental meetings to address technical and operational challenges. Maintain accurate customer data in CRM and MIS systems, develop departmental presentations, and facilitate access to critical energy infrastructure information. Collaborate with IT, Legal, and Operations teams to test new product enhancements and communicate system updates. Work onsite in Rensselaer, NY several days per week with remote options, and rotate through on-call shifts covering nights, weekends, and holidays to support 24/7/365 market operations.
Required Qualifications
- Bachelor's degree from an accredited university or college required (Engineering, Finance, Business, Economics or Communications)
- Five years' experience in the electric utility industry or a related technical field
- Strong oral and written communication skills
- Strong interpersonal and leadership skills
- PC proficiency
- Sound business acumen
- Ability to effectively interface with all levels of internal and external customers
- Ability to perform in a team environment
- Ability to read, analyze and interpret common scientific and technical documents
- Ability to respond to a wide variety of inquiries or complaints from Market Participants, regulatory agencies, or members of the business community
- Ability to effectively present information in one-on-one and small group situations to Market Participants, department managers and other employees
- Ability to work with mathematical concepts such as probability and statistical inference and fundamentals of geometry / trigonometry
- Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations
- Ability to understand more advanced mathematical concepts in interpreting technical bulletins and documents to find an appropriate answer to market participants' questions
- Ability to resolve problems, collect data, establish facts, and draw valid conclusions
- Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
- General level of competency in Windows operating environment using MS Office applications, such as Word, Excel, Access, and PowerPoint, e-mail, and internet programs
- Intermediate competency is desired in market support software systems
Desired Qualifications
- Prior leadership experiences a plus but not required
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