Senior Green Building Associate

HOW YOU’LL MAKE AN IMPACT

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As a Senior Green Building Associate, you’ll have the opportunity to make a meaningful impact by helping advance the goals of USGBC and GBCI. The Senior Associate will contribute to 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 Senior Associate will be expected to prioritize and resolve inquiries and will be evaluated on the quantity and quality of their work. They will be asked to serve as a subject matter expert for various topics relevant to their role 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.

You’ll report to the Team Lead and be part of the larger Technical Customer Service team environment where your contributions will help shape impactful outcomes. You’ll work closely with teams like Credentialing, Membership, Education, Product Marketing, Marketing, Finance, and IT and may regularly partner with the Credentialing team to collaborate on standard operating procedures (SOPs) that help shape customer experiences and outcomes.

Key Responsibilities

• Contribute to customer service KPIs by meeting and exceeding case resolution targets, first contact resolution, customer satisfaction, and quality goals.
• Develop technical subject matter expertise, specializing in one or more credentialing, membership, education (CME) categories, processes, 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/LEED guidance.
• Contribute to special projects as needed, such as user testing, writing articles, developing addenda and policy, training staff.
• Design, implement, and refine processes that empower our customers to implement their goals and achieve USGBC’s mission.
• Build upon our team’s library of CME expertise, database of standard operating procedures, Help Center content, public facing policy, library of stock responses and best practices

Assessment Notice:

• Candidates who advance in the interview process will be required to complete an assessment; more details will be provided as the time approaches.
• REQUIRED QUALIFICATIONS

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Experience

• Minimum 3 years’ experience working in a client-facing role, directly interacting, and communicating with customers in a field related to sustainability education, credentialing, and/or membership outreach.

Education

• Bachelor’s degree in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental education, etc.
• Technology/System(s)
• Familiarity with Salesforce and/or other CRM platforms and willingness to learn new technology applications
• Experience with SOP and data management platforms, preferably Sharepoint and/or Notion.
• Proficiency with Microsoft Suite

Skills

• 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.
• Demonstrated professionalism and an ability to handle confidential information with discretion
• Strong written and communication skills
• Ability to operate in a fast-paced environment and quickly adapt to new circumstances or juggle multiple daily tasks.

Certifications

• Current USGBC or GBCI credential or professional certificate, or a commitment to earn one within the first year of employment.

Language

• English
• ABOUT OUR TOTAL REWARDS PACKAGE

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Salary

Final compensation and benefits will be confirmed at the time of offer and may vary based on factors such as internal equity, relevant experience, qualifications, and employment status. Please note that salary negotiations will not extend beyond the top of the internal salary range.

Benefits

We offer you:

• Competitive compensation
• 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

LOGISTICS

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Location: This position is remote in the U.S.

Work Schedule: Monday-Friday 9 AM – 5:30 PM

Travel %: 0-5% upon request and approval

EEO STATEMENT

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The U.S. Green Building Council is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, national origin, age, sexual orientation, gender identity or expression, disability status, protected veteran status, or any other characteristic protected by law.

ABOUT US

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U.S. Green Building Council (USGBC) is a mission-driven nonprofit dedicated to accelerating and scaling the transformation of the built environment. Through LEED—the world’s most widely used green building rating system— and initiatives likes Greenbuild, the Center for Green Schools and advocacy, USGBC empowers professionals to drive market transformation that advances human and environmental health, climate resilience, and equity.

Green Business Certification Inc. (GBCI) is the world’s leading sustainability and health certification and credentialing body, independently recognizing excellence in performance. GBCI administers project certifications and professional credentials and certificates including LEED [https://www.usgbc.org/leed], WELL [https://www.wellcertified.com/], EDGE [https://edgebuildings.com/], PEER [https://peer.gbci.org/], PERFORM [https://www.usgbc.org/perform], SITES [https://www.sustainablesites.org/], TRUE Zero Waste [https://true.gbci.org/], and IREE.

We are proud to be globally recognized for our leadership in green building, environmental performance, and sustainable development.

Our Global Impact

• Over 120,000 LEED-certified commercial projects worldwide
• Millions of square feet of certified healthy, efficient, low-carbon space
• Recognition in 180+ countries for innovation in green building and business practices

Why Join Us?

At USGBC and GBCI, you’ll work alongside passionate, mission-aligned professionals who care deeply about people, the planet, and progress. We offer:

• A purpose-driven, inclusive culture
• Opportunities to grow your career and take ownership of meaningful work
• A chance to make a measurable impact on global sustainability efforts
• We’re seeking team members who thrive in collaborative environments, are committed to excellence, and want to build lasting partnerships that drive change in the built environment.
• Meet Our Leaders and Learn More about our Mission
• U.S. Green Building Council Leaders [https://www.usgbc.org/about/mission-vision]
• Green Business Certification Inc Leaders [https://www.gbci.org/about]
• Culture and Values Statement

Working together, each of us advances our mission by respecting all voices, trusting and supporting one another, excelling through collaboration and accountability, and continuously improving ourselves and our organization.