• Manage daily escalations for customer accounts • Communicating with customers and creating processes • Maintain and update customer-specific processes in Twiki • Create estimates for service work and coordinate with customers • Assess the customer’s billing requirements and ensure correct processing • Review work orders and coordinate with departments for invoice assessments • Run and assess weekly reports from D365 on work orders • Participate in regular meetings with customers for updates • Collaborate with internal departments to handle escalated customer issues