What are the responsibilities and job description for the Intern, Technical Customer Service position at U.S. Green Building Council?
The U.S. Green Building Council (USGBC) is a global, nonprofit organization based in Washington, D.C., working to improve human health, sustainability and resilience in the built environment through its programs and standards including LEED, the most widely used green building rating system in the world. Today, people in over 180 countries and territories live, work and learn in LEED certified buildings, communities and cities that protect health, climate and natural resources and enhance quality of life.
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.
The Technical Customer Service Data & Process Improvement Intern will support the Technical Customer Service team by focusing on data analysis, process improvement, and dashboard template creation. This role aims to enhance coordination and collaboration within the department and with other departments throughout the organization. The Technical Customer Service Intern will be responsible for managing and executing a review of all internal resources and materials maintained utilized by the department to streamline our data metrics, develop performance dashboards templates for the TCS group to establish greater transparency, and review current processes to identify areas of improvement. They will be evaluated on the quantity and quality of their work.
Specific Responsibilities
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.
The Technical Customer Service Data & Process Improvement Intern will support the Technical Customer Service team by focusing on data analysis, process improvement, and dashboard template creation. This role aims to enhance coordination and collaboration within the department and with other departments throughout the organization. The Technical Customer Service Intern will be responsible for managing and executing a review of all internal resources and materials maintained utilized by the department to streamline our data metrics, develop performance dashboards templates for the TCS group to establish greater transparency, and review current processes to identify areas of improvement. They will be evaluated on the quantity and quality of their work.
Specific Responsibilities
- Analyze and improve data processes within the Technical Customer Service team.
- Develop and maintain dashboard templates for user-friendly data visualization.
- Transition departmental data management from Google Spreadsheets to more efficient tools.
- Conduct case analysis to identify trends and areas for improvement.
- Review and manage internal resources and materials to ensure transparency and understanding of departmental roles, functions, and tasks.
- Collaborate with team members to implement process improvements and data-driven solutions.
- Organizing and maintaining a shared resource listing points of contact for topics, subject matters, queues as well as organizational roles and initiatives
- Additional projects as assigned
- A Bachelor’s Degree or currently in progress.
- Advanced knowledge of Excel and spreadsheet management.
- A strong focus on process improvement and the ability to analyze data and determine findings.
- A strong focus on customer experience, customer success, and team orientation, with excellent communication skills.
- Proficiency in business applications tools, such as Excel, SmartSheet, Google Sheets (PowerBI and Salesforce knowledge is a plus)
- A 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.
- Knowledge of LEED and/or experience with the LEED certification process
- LEED Green Associate or AP credential
- 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
- Part-time/Full-time, hourly
- 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
- USGBC is an equal opportunity employer
