Associate Client Services Account Manager - Client Services Development Program

ERCOT • Taylor, TX

1d

About The Position

At ERCOT, our diverse and dynamic work environment provides a platform on which employees can work together to build the future of the Texas power grid and wholesale market utilizing the latest technologies and resources. We encourage you to join our talented, dedicated workforce to develop world-class solutions for today and tomorrow’s energy challenges while learning new skills and growing your career. ERCOT is committed to fostering inclusion at all levels of our company. It is the cornerstone of our corporate values of accountability, leadership, innovation, trust, and expertise. We know that individuals with a wide variety of talents, ideas, and experiences propel the innovation that drives our success. An inclusive and diverse workforce strengthens us and allows for a collaborative environment to solve the challenges that face our industry today and in the future. JOB SUMMARY ERCOT’s Client Services Development Program (CSDP) is a 12-month rotational program designed to provide entry-level or career transitioning candidates with the knowledge and skills necessary to quickly become productive and successful members of the Client Services organization. During the program, CSDP associates are based in ERCOT’s Market Training department, learning the fundamentals of ERCOT’s market and grid operations. The CSDP program supplements this work with one-on-one mentoring, web-based and instructor-led training sessions, and special assignments/projects within the 3 departments of the Client Services organization: Market Support Services, Market Training, and Client Services Account Management. These assignments and projects allow CSDP associates to develop subject matter expertise across most ERCOT operational business areas and gain exposure to practical application of such expertise in the day-to-day operation of the Client Services organization. CSDP management will assist each associate, based on their experiences and skills, to successfully prepare them for a career within Client Services and ERCOT. JOB DUTIES Understands the basic principles, theories and concepts related to the profession and learns how to apply them within the ERCOT culture. Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained. Contributes to specific objectives and outcomes as directed. ADDITIONAL JOB DUTIES This role will rotate through each of the 3 Client Services departments learning the following fundamental skills: Develops, maintains, and demonstrates expertise on ERCOT market rules and operations through instructor-led and web-based training, shadows personnel, develops and demonstrates functional application of knowledge in service delivery and issue resolution for Market Participants Continually learns and develops expertise in the ERCOT market rules and how these rules impact ERCOT processes and procedures Develops foundational understanding of ERCOT’s Client Services department and its role in facilitating operational interactions between ERCOT and Market Participants Applies knowledge of market rules, processes and procedures to support the Client Services organization in handling inquiries from the public and Market participants Supports the administration of Market Participant Registration and qualification processes Supports the process used to coordinate the creation, editing, review, and distribution of market notices Facilitates cross-departmental team efforts and coordinates work on process improvements, projects, and initiatives related to the systems, processes, and procedures of the Client Services organization Assesses the effectiveness of processes and proposes improvements, facilitates discussions, and documents process improvements Completes a capstone project and final presentation showcasing skills gained during the development program Supports day-to-day workflow in support of ERCOT’s Client Services department Delivers ad-hoc and structured training on market rules, processes, and tools

Requirements

• No minimum work experience required
• Ideal candidates will demonstrate strong analytical and communication skills, a customer service mindset, and the ability to learn a wide variety of topics in ERCOT grid and market operations
• Must possess a high level of interest to work in the energy sector and customer service industry
• Bachelor's Degree : Business, Engineering, Computer Sciences, or related field (Required) or a combination of education and experience that provides equivalent knowledge to a major in such fields is required

Responsibilities

• Understands the basic principles, theories and concepts related to the profession and learns how to apply them within the ERCOT culture.
• Follows standard practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Contributes to specific objectives and outcomes as directed.
• Develops, maintains, and demonstrates expertise on ERCOT market rules and operations through instructor-led and web-based training, shadows personnel, develops and demonstrates functional application of knowledge in service delivery and issue resolution for Market Participants
• Continually learns and develops expertise in the ERCOT market rules and how these rules impact ERCOT processes and procedures
• Develops foundational understanding of ERCOT’s Client Services department and its role in facilitating operational interactions between ERCOT and Market Participants
• Applies knowledge of market rules, processes and procedures to support the Client Services organization in handling inquiries from the public and Market participants
• Supports the administration of Market Participant Registration and qualification processes
• Supports the process used to coordinate the creation, editing, review, and distribution of market notices
• Facilitates cross-departmental team efforts and coordinates work on process improvements, projects, and initiatives related to the systems, processes, and procedures of the Client Services organization
• Assesses the effectiveness of processes and proposes improvements, facilitates discussions, and documents process improvements
• Completes a capstone project and final presentation showcasing skills gained during the development program
• Supports day-to-day workflow in support of ERCOT’s Client Services department
• Delivers ad-hoc and structured training on market rules, processes, and tools

Benefits

• ERCOT offers an excellent benefits package, which includes health, dental, vision, life insurance, long/short-term disability insurance, long-term care insurance, Section 125 Flexible Spending Account, and a Retirement Savings Plan.
• The medical, dental, vision, and quality-of-life benefits offered by ERCOT are second to none.
• Full-time employees are eligible to enroll in benefits on the first of the month following the date of hire.
• Additionally, 401(k) plans are available to help employees plan for the future.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 501-1,000 employees