Green Building Specialist

The U.S. Green Building Council seeks a Green Building Specialist to join its Technical Customer Support team. This remote position involves providing technical support for inquiries related to USGBC/GBCI products, improving customer experience, and acting as a subject matter expert. Responsibilities include collaborating with teams, meeting case resolution targets, and contributing to special projects. Candidates should have a relevant degree and at least 5 years of client-facing experience in green design.
About the position

The U.S. Green Building Council (USGBC) is a global, nonprofit organization dedicated to improving human health, sustainability, and resilience in the built environment through its programs and standards, including LEED, the most widely used green building rating system worldwide. The organization is seeking a Green Building Specialist to join its Technical Customer Support (TCS) team, which serves as the front line for customer inquiries across USGBC and Green Business Certification Inc. (GBCI) departments. This role is crucial in providing customized and technical support for complex inquiries related to USGBC/GBCI products and services, addressing over 60,000 inquiries annually from stakeholders via email and phone. As a member of the TCS team, the Green Building Specialist will act as a subject matter expert on various topics and processes, maintaining a suite of resources that ensure consistent and high-quality issue resolution. The position involves collaborating with internal teams to address stakeholder needs, identifying trending issues, and developing resolutions that support customers while adhering to organizational policies. The specialist will also contribute to customer support goals by meeting and exceeding case resolution targets and quality metrics, improving the customer experience by anticipating needs, and proactively directing them to available resources. The role requires a strong focus on customer experience and success, with responsibilities including serving as the voice of the customer, providing input on USGBC and GBCI initiatives, and contributing to special projects such as user testing and policy development. The specialist will utilize their sustainability expertise and communication skills to craft expert guidance for stakeholders, design and refine processes that empower customers, and document the lifecycle of customer inquiries and resolutions. This position is ideal for individuals with a passion for sustainability and a commitment to advancing USGBC's mission.

Responsibilities
• Collaborate with internal teams to address stakeholder needs and develop resolutions that support the customer.
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• Contribute to customer support goals by meeting and exceeding case resolution targets and quality metrics.
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• Improve the customer experience by anticipating needs and directing them to available resources.
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• Serve as the voice of the customer, providing input on USGBC and GBCI initiatives.
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• Act as a technical subject matter expert, specializing in one or more LEED credit categories or processes.
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• Contribute to special projects such as user testing, writing articles, and developing policies.
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• Use sustainability expertise and professional writing skills to craft expert guidance for stakeholders.
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• Design, implement, and refine processes that empower customers to achieve USGBC's mission.
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• Document, track, and manage the complete lifecycle of customer inquiries and resolutions.

Requirements
• Bachelor's degree in a related field such as sustainability, architecture, engineering, or environmental science.
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• A minimum of 5 years of professional experience in a client-facing role related to green design and construction.
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• Current USGBC or GBCI credential or a commitment to earn one within the first year of employment.
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• Experience with LEED project applications and familiarity with LEED Online and/or Arc.
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• Strong focus on customer experience and customer success.
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• Strong written communication skills to convey technical information clearly.
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• Empathetic problem-solving and teamwork skills.
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• Willingness to create and follow internal SOPs and maintain transparency in case documentation.
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• Acute attention to detail.
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• Familiarity with Salesforce or other CRM platforms.
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• Proficiency with Microsoft Suite and willingness to learn new technology applications.
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• Eagerness and flexibility to adapt to change and deal with ambiguity.
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• Strong sense of personal responsibility and accountability for delivering high-quality work.

Nice-to-haves
• Master's Degree or equivalent experience in a related field.
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• Eagerness to learn and develop expertise to share with colleagues and customers.
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• Persistence in engaging with challenges and flexibility to find multiple solutions.
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• Ability to operate in a fast-paced environment and adapt to new circumstances.
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• Strong commitment and passion to advance USGBC's mission.

Benefits
• Competitive compensation commensurate with experience and skill level.
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• Generous benefits package including health insurance and retirement plans.
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• Opportunity to work in a LEED Platinum certified office environment.
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• Flexible work location (remote or in Washington, D.C.).
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• Professional development opportunities.