Green Building Specialist (Technical Customer Service)

Description

• Build on our team’s library of rating system expertise, database of standard operating procedures, Help Center content, public facing policy, library of stock responses and best practices.
• Design, implement, and refine holistic and systematic processes that empower our customers to implement their goals and USGBC’s mission, growing the reach of the decades of intelligence that the USGBC has collected from around the world.
• Contribute to customer support goals by meeting and exceeding case resolution targets and case quality metrics, ensuring customer satisfaction.
• Document, track and manage the complete lifecycle of customer inquiries and resolutions.
• Contribute to special projects as needed, such as user testing, writing articles, developing addenda and policy, training staff.
• Collaborate with the 20+ person TCS team and other internal teams to address stakeholder needs, identify trending issues, and develop resolutions that support the customer while respecting organizational policies.
• Serve as a technical subject matter expert, specializing in one or more LEED rating systems or credit categories, and/or other subject matter expert roles, providing the organization with critical insights into the customer experience and perspective, and building relationships with other experts in the organization and investing in the continuous improvement process for USGBC, GBCI, and LEED guidance.
• Serve as the voice of the customer, providing input and feedback on USGBC and GBCI initiatives.

Requirements

• Experience with Salesforce or similar CRM systems.
• Recognition in 180+ countries for innovation in green building and business practices
• Demonstrated customer-first mindset and proven problem-solving abilities.
• Familiarity with LEED Online and Arc is preferred.
• Demonstrated ability to navigate ambiguity, adapt to change, and accept feedback.
• Bachelor’s degree in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education, etc.
• Green Business Certification Inc Leaders
• Strong written and verbal communication skills, with the ability to convey complex information to a global audience.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Proficiency with Microsoft Office and comfort learning new technology.
• We’re seeking team members who thrive in collaborative environments, are committed to excellence, and want to build lasting partnerships that drive change in the built environment.
• Minimum 5 years of experience in a client-facing role related to green building, sustainability, or education.
• Experience working on cross-functional teams or contributing to process improvement projects.
• Experience with LEED project applications or green building consulting.
• Experience with LEED O+M or LEED BD+C Homes, or other residential rating systems
• Proficiency in Spanish, Chinese, or Arabic would be beneficial.
• Current USGBC or GBCI credential or professional certificate (e.g., LEED Green Associate or AP), or a commitment to earn one within the first year of employment.

Benefits

• Generous paid time off (12 paid holidays, 9 paid personal sick days and based on career level either 2 to 3 weeks PTO), including operations closed for a full week between Christmas and New Year’s
• Opportunities to grow your career and take ownership of meaningful work
• 401(k) with employer matching
• A chance to make a measurable impact on global sustainability efforts
• We offer a healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs. USGBC covers 100% of the premiums and an HRA that will assist you and your dependents in reaching the in-network medical deductible. You will only be responsible for the $300 individual / $600 family up front deductible for medical services before the employer funded HRA will process payments for your in-network claims
• Competitive compensation
• 6 weeks paid renewal leave after 7 years of continuous service
• Professional development reimbursement
• Millions of square feet of certified healthy, efficient, low-carbon space

Training + Development

Interview process

Visa Sponsorship

Security clearance