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U.S. Green Building Council · 1 day ago

Green Building Specialist (Technical Customer Service)

Washington, DC

Full-time

Hybrid

Senior Level

$70K/yr - $90K/yr

5+ years exp

U.S. Green Building Council is a mission-driven nonprofit dedicated to transforming the built environment. The Green Building Specialist will provide expert guidance and problem-solving support for complex technical inquiries, ensuring a positive experience for users and collaborating with internal teams to address stakeholder needs.

Non-profit Organization Management

Comp. & Benefits

Responsibilities

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

Contribute to customer support goals by meeting and exceeding case resolution targets and case quality metrics, ensuring customer satisfaction

Serve as the voice of the customer, providing input and feedback on USGBC and GBCI initiatives

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

Contribute to special projects as needed, such as user testing, writing articles, developing addenda and policy, training staff

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

Document, track and manage the complete lifecycle of customer inquiries and resolutions

Qualification

LEED project applicationsGreen building consultingCustomer serviceMicrosoft OfficeSalesforceLEED O+MLEED BD+C HomesBachelor's degreeEnglishSpanishChineseArabicCommunication skillsProblem-solving abilitiesAdaptability

Required

Minimum 5 years of experience in a client-facing role related to green building, sustainability, or education

Experience with LEED project applications or green building consulting

Experience working on cross-functional teams or contributing to process improvement projects

Experience with LEED O+M or LEED BD+C Homes, or other residential rating systems

Bachelor's degree in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education, etc

Proficiency with Microsoft Office and comfort learning new technology

Experience with Salesforce or similar CRM systems

Strong written and verbal communication skills, with the ability to convey complex information to a global audience

Demonstrated customer-first mindset and proven problem-solving abilities

Ability to work both independently and collaboratively in a fast-paced environment

Demonstrated ability to navigate ambiguity, adapt to change, and accept feedback

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

English

Preferred

Familiarity with LEED Online and Arc is preferred

Proficiency in Spanish, Chinese, or Arabic would be beneficial

Benefits

401(k) with employer matching

Professional development reimbursement

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

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

6 weeks paid renewal leave after 7 years of continuous service