Associate, Green Building

Green Business Certification Inc. (GBCI) is the premier certification body responsible for global delivery and quality oversight of green building and green business sustainability standards. Its integrated team of green building specialists administers credentials and certifications for the U.S. Green Building Council (LEED), the International WELL Building Institute (WELL Building Standard), International Finance Corporation (EDGE), PEER, SITES, TRUE Zero Waste, and IREE. 

Customer Support is the front line for customer inquiries across USGBC and GBCI departments, including LEED certification, credentialing, membership, education, payments, and GBCI programs. Customer Support addresses over 60,000 inquiries a year submitted by our stakeholders via email and inbound phone inquiries. The Technical Customer Support (TCS) team provides customized and technical support for complex inquiries and/or escalations related to USGBC/GBCI products and services. 

Technical Customer Support team members serve as subject matter experts on various topics and processes. They maintain a suite of resources that provide consistent and high-quality issue resolution, including content in the USGBC.org Help Center and a robust and highly vetted set of internal standard operating procedures (SOPs) and stock text that are used for customer responses.  

This is a dynamic, integrated team of customer service professionals with a variety of backgrounds from architecture, engineering, building science, landscape architecture, planning, and sustainable development. The team is continually looking for ways to improve the customer experience, reduce response time and facilitate and achieve an effective and timely customer response.  

The Green Building Associate will support the Technical Customer Support team by providing responses to customers on topics that can range from introductory inquiries to in-depth guidance on USGBC and GBCI products, services, and processes. The Green Building Associate will be expected to prioritize and resolve inquiries and will be evaluated on the quantity and quality of their work. They will also be asked to serve as a subject matter expert and complete special projects as assigned. They will provide high quality support to USGBC and GBCI stakeholders, improve customer support process and tracking, and increase quality and consistency of responses.  

What You’ll Be Doing:

• Contribute to customer support goals by meeting and exceeding case resolution targets
• Serve as the voice of the customer, providing input and feedback on USGBC and GBCI initiatives
• Leverage subject matter expertise (SME) to aid the TCS team in effectively supporting the customer
• Contribute to special projects as assigned
• Use your sustainability expertise and professional writing skills to craft expert guidance for stakeholders
• Design, implement, and refine processes that empower our customers to implement their goals and achieve USGBC’s mission
• Communicate across boundaries with a spirit of mission-driven teamwork and professionalism 

What You Need To Bring:

• Bachelor’s degree in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental education, etc
• 3-5 years' experience working in a client-facing role, directly interacting, and communicating with customers in a field related to sustainability education, and/or green design, consulting, construction, operations, and maintenance  
• Current USGBC or GBCI credential or professional certificate, or a commitment to earn one within the first year of employment
• A strong focus on customer experience, customer success, and team orientation, and excellent communication skills 
• Empathetic problem-solving skills. The ability to listen, take in information, evaluate it, develop solutions, and work as a team to track resolutions. 
• Familiarity with Salesforce and/or other CRM platforms and willingness to learn new technology applications 
• Proficiency with Microsoft Suite  
• Eagerness, adaptiveness to change, receptiveness to feedback and ability to deal with ambiguity 
• Strong sense of personal responsibility and accountability for delivering high quality work within set deadlines 
• Demonstrated professionalism and an ability to handle confidential information with discretion 
• Drive to develop the skills, knowledge, and abilities to continually improve performance 

Other Things We’d Like You To Bring: 

• Eagerness to learn more, develop your own expertise, and share your growing expertise with colleagues and customers
• Persistence in engaging with challenges, flexibility to find multiple solutions, and the ability to keep the end goal in mind
• Self-starter, committed to creating a more sustainable world, and the desire to make big-picture visions actionable in the day-to-day
• Ability to operate in a fast-paced environment and quickly adapt to new circumstances or juggle multiple daily tasks
• A strong commitment and passion to advance USGBC’s mission 

Details: 

• Full Time, permanent, salaried, benefits-eligible
• Location: 2101 L Street NW, Washington, DC or remote
• Hours: Monday through Friday, 9:00 am to 5:30 pm EST, 40 hours per week, including occasional evenings and weekends
• Travel – 0-5% - upon request and approval 
• USGBC is an equal opportunity employer 

Benefits: 

Employees work for an established mission-based and member-driven nonprofit organization with a compelling vision, non-profit competitive compensation commensurate with experience and skill level, generous benefits package, 401k matching and comprehensive health insurance.   

The headquarters office is a LEED Platinum commercial interior space in a LEED certified building in the LEED Platinum certified central business district in the first LEED Platinum certified city, Washington, DC.  The office serves as an example for green design and construction products and practices.  It is close to public transportation and incorporates many healthy and environmentally friendly features.