Move over pumpkin spice – we’re celebrating customer service!

In New England, October is known for changing leaves, pumpkin spice everything, and cooler temperatures. But for more than 30 years, the first week of October has also been set aside to celebrate those who serve customers. National Customer Service Week was proclaimed an official event by the U.S. Congress in 1992, via Presidential Proclamation. Since then, the first full business week of each October has been celebrated by organizations across the U.S. and around the globe. ISO New England is glad to join them.

While the people behind a reliable power grid serve everyone, ISO New England also provides a highly-skilled team, dedicated to participants in the region’s energy markets known as Participant Support and Solutions. They are the names and faces behind the Ask ISO Support Community and are a part of the larger Participant Relations and Services Department, which provides external training, administration of New England Power Pool (NEPOOL) committees, and overall project services.

The role of Participant Support and Solutions

From answering frequently asked questions and guiding new market participants through the registration process, to helping generators navigate the complexities of the wholesale power markets, this group manages every inquiry that reaches the company by phone, email, or the Ask ISO portal. Each unique submission is called a “case,” and each case is assigned to one staff member who personally manages it to completion with precision and care.

Participant Support Manager Tim Peet understands their important role: “The answers to energy market related questions are often complex, but serving and solving is what this group does best. We assist about 600 participants a year with over 9,000 cases, fully aware that making it easy to work with us supports a robust, competitive marketplace and a reliable power system.”

The backgrounds of each staff member are as diverse as the submissions they receive. Some are electrical engineers and accountants, others have advanced degrees in business administration, or have majored in economics and psychology. What they all have in common is broad, in-depth knowledge of the ISO, electricity markets, and all that goes into managing a reliable, regional power grid.

Follow us on social media

In honor of National Customer Service Week, we’re highlighting members of the Participant Support and Solutions organization. Follow us on Twitter and LinkedIn as we feature the team that makes service happen for New England’s wholesale electricity market participants.