LEED Technical Customer Service Associate

SPECIFIC RESPONSIBILITIES INCLUDE

Primary Responsibilities Include:

• Certification project correspondence and customer service
  • Provide project status updates
  • Maintenance of the central certification customer inquiry mailbox
  • Provide technical support as needed to LEED Customer Service team via Sales Force software and phone inquiries
  • Processing certification statistics from SAP

Secondary Responsibilities Include:

• Paper submittal certification administration
  • Perform initial submittal processing
  • Assess and assign project to appropriate reviewer
  • Maintain reviewer team contact
  • Management of binder storage system
• LEED Online (LO2, LO3) certification administration
  • Perform initial submittal processing
  • Processing re-submittals (LO2)
  • Maintain review team contact
• Provide assistance to QA and Operations in generating certification metrics
• Other duties as assigned

Additional responsibilities for Associate II level Include:

• Troubleshooting LEED LO2/LO3 and fixing projects in the system
• Project review QC
• Assigning projects to reviewers
• Appeals processing
• Inter-departmental liaison for internal USGBC/GBCI communications or inquiries regarding certification issues
• Handle unique project customer issues
• Training new staff

RELATED ORGANIZATIONAL GOALS AND OBJECTIVES (optional but preferred)

• Encourage and accelerate global adoption of green building practices through LEED standards, tools and performance criteria
• Offer a comprehensive portfolio of programs including technical tools and services supporting LEED products to meet the diverse needs of the building industry
• Deliver customer service that is professional, timely and targeted to the customer’s needs
• Provide Council with technical experience and knowledge as a design professional
• Streamline LEED certification processes and procedures among consultants and committees
• Create tools and methods to facilitate communication among both review and project teams, saving time and using resources most effectively

EDUCATION & TRAINING REQUIREMENTS/PREFERENCES

• Bachelors degree in Architecture or Engineering required

EXPERIENCE REQUIRMENTS

• Minimum 1 year relevant professional practice experience
• Minimum 1 year experience in building design and construction (siting, envelope, structure, etc.)

OTHER REQUIRED SKILLS AND QUALIFICATIONS

• Working knowledge of building energy systems (HVAC, electrical, plumbing)
• General understanding of high performance green building design specifically regarding energy modeling, indoor air quality, and material selection
• LEED Accredited Professional status preferred
• Excellent written and verbal communication skills
• Previous customer service experience preferred
• Ability to manage multiple projects and teams
• Energetic, detail-oriented, able to prioritize
• Passion for and commitment to USGBC’s mission

ADDITIONAL QUALIFICATIONS REQUIRED FOR ASSOCIATE II POSITION

• Minimum 1 year direct experience using LEED Online (LO2, LO3) and/or LEED paper process
• LEED Accredited Professional status
• Minimum 1 year customer service experience