Green Building Specialist (Technical Customer Service)

US Green Building Council

126d

About The Position

As a Green Building Specialist (Technical Group), you’ll have the opportunity to make a meaningful impact by helping advance the goals of Technical Customer Service (TCS) for USGBC & GBCI. In this role, you’ll provide expert guidance and problem-solving support for complex technical inquiries, ensuring a positive experience for both new and experienced users. You’ll report to a Team Lead in the TCS Technical Group and be part of a specialized yet collaborative team environment where your contributions will help shape impactful outcomes. You’ll work closely with other divisions of our organization including Products and Operations and may regularly partner with GBCI review and USGBC Technical Development staff to explain points of confusion for customers and clarify LEED requirements.

Requirements

• 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.
• Familiarity with LEED Online and Arc is preferred.
• 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.
• Proficiency in Spanish, Chinese, or Arabic would be beneficial.

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.

Benefits

• Competitive compensation
• 401(k) with employer matching
• Professional development reimbursement
• Healthcare plan through Cigna that includes medical, dental, vision, and prescription drugs, with USGBC covering 100% of the premiums and an HRA to assist with in-network medical deductible.
• 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.

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees