Job Description
Under the direction of the Customer Service and Stakeholder Affairs team members and management, the intern will work in three areas of the department (Stakeholder Affairs, Customer Service, and Customer Readiness).
WHAT YOU'LL BE DOING.
In STAKEHOLDER AFFAIRS the candidate will:
- Conduct tasks related to the ISO stakeholder initiative processes related to market design, infrastructure planning, and generation interconnection.
- Conduct tasks related to policy development processes, including stakeholder engagement, paper proposals, stakeholder comments management, document/market notice postings, and internal/external timelines requirements.
- Assist in preparing and facilitating stakeholder meetings – Upload and post incoming documents (ISO presentations and stakeholder comments) to the designated initiative web page – Organize and upload to SharePoint all necessary meeting materials
- Attend and assist in the facilitation of stakeholder initiative meetings – Assist in the preparation of the ISO Symposium.
In CUSTOMER SERVICE the candidate will:
- In support of Client Representatives provide customer care as the main ISO customer points of entry which includes phone support, issue management, e-mail and web inquiries
- Support research and analysis for customer issues in coordination with SME’s
- Tasked with researching and answering customer inquiries utilizing the existing knowledge base, business practice manuals, tariff, or any other training material already provided on the ISO website
- Assist customer support desk with client representative dealing with real time grid reliability concerns
- Perform targeted outreach to customers for a variety of one time projects
- Support Account Managers in coordination and execution of quarterly meetings
In CUSTOMER READINESS the candidate will:
- Assist in developing and reviewing training materials for customers.
- Prepare and distribute training aids such as instructional material, handouts, evaluation forms and visual aids.
- Participate in making arrangements for trainer presentations to stakeholders.
- Maintain CBT-Computer Based Training records and run reports in the Learning Management System (LMS).
- Provide Business Process Manual change management support for Customer Onboarding and Trainer.
- Assist trainers will preparing for and facilitating training classes as needed.