• Supports the program call center in correctly routing customer inquiries and managing customer escalations. • Develops and maintains budget tracking spreadsheets • Creates templates and processes for monthly, quarterly, annual and ad hoc program and budget updates/reports • Manages invoicing from subcontractors, assisting consultants with submitting them for payment, and tracking subcontractor budgets relative to funding • Oversees invoicing/billing and tracks program budgets • Develops and maintains accurate and timely reporting • Innovates new processes for key strategic development initiatives, including participation pathways for non-traditional Demand Response customers • Creates and collaborates on procedural documentation in support of the Program Manager • Ensures data accuracy and integrity in all internal and external reports • Generates operational efficiency initiatives to smooth workflows and optimize customer, contractor and client experiences • Develops program dashboards and client reference materials to collaborate on strategic initiatives • Other duties as assigned.