Technical Customer Service Intern (Remote in U.S.) at US Green Building Council

, , United States -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

25.0

Posted On

02 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Customer Service, Process Improvement, Research, Stakeholder Engagement, Documentation, Reporting, Presentation, Analytical Thinking, Critical Thinking, Communication, Organization, Time Management, Collaboration, Adaptability, Data Interpretation

Industry

Non-profit Organizations

Description

HOW YOU’LL MAKE AN IMPACT ---------------------------------------- As an Intern, Technical Customer Service, you will contribute directly to the work of the Technical Customer Service team by supporting real projects that impact our organization and mission. You will report to Director, Technical Customer Service, and collaborate with teams such as Operations, Marketing, HR, Finance, and Technology. During this internship, you will focus on the following problem, opportunity, or research question: How can we better understand the types and drivers of customer support cases in order to identify trends, improve our service processes, and proactively prepare for organizational milestones or events that require increased customer support? This work will support our priority “Advance the digital maturity of products, services, and systems” and help inform future decisions, policies, or improvements. You will also: * Gain hands-on experience working on meaningful initiatives * Develop professional and technical skills * Partner with experienced professionals across teams * Lead a defined project with measurable outcomes Expected Outcomes By the end of the internship, you are expected to deliver: * Comprehensive Case Type Analysis Report: * A research report summarizing findings from a review of customer support case data (including a focused analysis of SPAM case types), and key trends identified across case categories. * Actionable Recommendations Framework: * A prioritized list of recommendations and process improvement suggestions—developed based on data analysis and stakeholder (SME) engagement—for improving customer support and anticipating needs for upcoming 2027 projects and organizational milestones. * TCS SharePoint * Complete and optimize the TCS SharePoint site by organizing resources, updating documentation, and ensuring easy access for customer support team members. * Customer Support Milestone Planning Toolkit: * An updated support plan template or toolkit to guide the customer support team’s participation in future organizational milestones or major events (incorporating lessons learned, best practices, and process documentation). * Final Presentation for Intern Showcase: * A professional presentation summarizing research, analyses, and recommendations shared with stakeholders and leadership at the end of the internship. KEY LEARNING AREAS AND RESPONSIBILITIES ---------------------------------------- * Analyze and support customer support processes and case management workflows to improve response efficiency, issue resolution rates, and customer satisfaction * Conduct research on customer case types, trends, and support needs (including SPAM case analysis) and summarize findings for internal stakeholders. * Collaborate with Customer Support, Product, and Subject Matter Experts (SMEs) to gather insights and coordinate deliverables * Track progress and document work using Excel, Salesforce, and internal documentation tools (SharePoint & Notion) * Develop reports, presentations, and written materials for leadership and partners * Participate in team meetings, project reviews, and learning sessions * Support data collection, evaluation, and quality assurance activities * Contribute to improving internal documentation and workflows * Maintain accurate records of weekly hours worked * Prepare and deliver a final project/research presentation PREFERRED QUALIFICATIONS ---------------------------------------- Experience * Prior internships, research projects, volunteer work, or relevant coursework in n customer service, data analysis, business, information technology, or a related field Education * Currently pursuing or recently completed a Bachelor’s degree or associate’s degree in Business, Information Systems, Computer Science, Data Analytics, or a related discipline. Technical Tools * Familiarity with: * Excel or Google Sheets * Customer support ticketing systems (e.g., Zendesk, Salesforce, Freshdesk) * Documentation and collaboration tools (e.g., Google Docs, Confluence, Microsoft Office) Skills * Analytical and critical thinking * Written and verbal communication * Organization and time management * Research and data interpretation * Collaboration and adaptability BENEFITS OF INTERNING WITH USGBC/GBCI ---------------------------------------- * Exposure to organizational leadership and cross-functional teams * Networking opportunities in the built environment and sustainability sectors * Weekly check-ins with internship supervisor for regular feedback and coaching * Structured onboarding and training * Participation in the Intern Showcase * Remote work flexibility * Resume-building, portfolio-quality work * Access to O365 and USGBC/GBCI resources * Mandatory weekly educational sessions with subject matter experts INTERN LOGISTICS ---------------------------------------- Location: This position is remote in the United States. Work Schedule: Monday to Friday from 9:00 AM to 5:30 PM in the intern’s time zone. Note: Interns are not compensated for holidays or personal time off. Hiring Process: * One interview * Two professional references required for finalists Internship Cohorts: * Cohort 1: June 1st , 2026 to August 21st, 2026 * Cohort 2: June 22nd, 2026 to September 11th, 2026 If you have vacation scheduled where you will be absent for more than 5 days, we encourage you to not apply. Compensation: Hourly rate: $20–$25 per hour, based on education and experience. Compensation is determined using an internal intern pay matrix and is not negotiable. EEO STATEMENT ---------------------------------------- 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 ---------------------------------------- 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], 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.

Responsibilities

The intern will analyze customer support case data, including SPAM types, to identify trends and develop actionable recommendations for process improvements and anticipating future support needs. Key tasks involve collaborating with various teams, tracking progress in tools like Salesforce and SharePoint, and optimizing internal documentation sites.