Experienced Team Lead, Technical Customer Service – Sustainability and LEED Certification Expert

At arenaflex, we are dedicated to improving human health, sustainability, and resilience in the built environment through our programs and standards, including LEED, the most widely used green building rating system in the world. As a global, nonprofit organization based in Washington, D.C., we strive to create a better future for all by transforming the way we design, build, and operate our buildings and communities. We are seeking an experienced Team Lead, Technical Customer Service to join our dynamic and integrated team of customer service professionals. As a subject matter expert in sustainability and LEED certification, you will be responsible for managing a team of up to 7 direct reports, providing strategic guidance, and ensuring high-quality responses to customer inquiries. Your expertise will be invaluable in helping us achieve our mission and deliver exceptional customer experiences.

About arenaflex

arenaflex is a global nonprofit organization that works to improve human health, sustainability, and resilience in the built environment. Our programs and standards, including LEED, have been adopted by over 150 countries and territories, and our certified buildings, communities, and cities protect health, climate, and natural resources while enhancing quality of life. We are committed to creating a better future for all by transforming the way we design, build, and operate our buildings and communities.

About the Technical Customer Support Team

The Technical Customer Support team is a critical component of our customer support function, providing customized and technical support for complex inquiries and escalations related to arenaflex products and services. Our team members serve as subject matter experts on various topics and processes, maintaining a suite of resources that provide consistent and high-quality issue resolution. We are a dynamic and integrated team of customer service professionals with a variety of backgrounds from architecture, engineering, building science, landscape architecture, planning, and sustainable development.

Key Responsibilities

As a Team Lead, Technical Customer Service, you will be responsible for:

• Actively managing and coaching up to 7 direct reports, providing direction, training, and mentoring
• Collaboratively managing direct reports, regularly assessing performance, and providing feedback
• Managing team performance to achieve and exceed individual performance goals
• Ensuring high-quality responses from a balanced and fully utilized team
• Working with the Director to ensure individual and team strategic goals are achieved
• Contributing to customer support goals by meeting and exceeding case resolution targets
• Serving as the voice of the customer, providing input and feedback on initiatives
• Leading special projects as assigned
• Using sustainability expertise, communication, and professional writing skills to craft expert guidance
• Communicating across boundaries with a spirit of mission-driven teamwork and professionalism
• Designing, implementing, and refining processes that empower customers to achieve arenaflex's mission
• Using and building on our team's library of rating system expertise, database of standard operating procedures, and best practices

Required Education & Experience Qualifications

* Bachelor's degree in a related field of study (e.g., sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education)

• 5-10 years of professional experience in a client-facing role, directly interacting and communicating with customers in green design, construction, sustainable operations, and maintenance, or sustainability education
• Experience assisting with LEED project applications, green building consulting, or supporting education/credentialing customers
• Strong focus on customer experience, customer success, and team orientation
• Excellent communication skills and empathetic problem-solving skills
• Familiarity with Salesforce and/or other CRM platforms
• Proficiency with Microsoft Suite and a willingness to learn new technology applications
• Eagerness, adaptiveness to change, and receptiveness to feedback
• Strong sense of personal responsibility and accountability for delivering high-quality work within set deadlines
• Demonstrated professionalism and the ability to handle confidential information with discretion
• Drive to continually develop skills, knowledge, and abilities to improve performance

Other Preferred Qualifications

* Master's Degree or commensurate experience in a related field of study, such as sustainability, architecture, engineering, landscape design, building management, environmental science, environmental education, etc

• Eagerness to learn, 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 while working on each part of the solution
• 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 arenaflex's mission

Benefits

* Full-time, permanent, salaried, benefits-eligible position

• Location: Remote or 2101 L Street NW, Washington, DC
• 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
• arenaflex is an equal opportunity employer
• Non-profit-competitive compensation commensurate with experience and skill level
• Generous benefits package
• 401k matching and comprehensive health insurance

How to Apply

If you are a motivated and experienced professional with a passion for sustainability and customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or credentials. We look forward to hearing from you! Apply for this job