Job Description

Energy & Sustainability Specialist I   

Department: Touchstone IQ for Governments Helpdesk

Key Responsibilities  

We are seeking an Energy & Sustainability Specialist to fulfill the below responsibilities on behalf of the Touchstone IQ for Governments team and software products. 

Customer Success  

• Operate Help Centers for several city and state government-run energy and sustainability programs across the country and/or on behalf of Touchstone IQ products. 
• Provide phone, email, and virtual support to building owners and managers who are tasked with complying with building benchmarking and performance standards programs. 
• Support building owners with energy and water benchmarking in either ENERGY STAR® Portfolio Manager® and/or Touchstone IQ. 
• Track and manage building owner correspondence and benchmarking report submissions. 
• Efficiently guide building owners and property managers through technology troubleshooting by providing relevant resources and solutions to resolve issues. 
• Meet contractual obligations for each client, including but not limited to 24-hour turnaround time on all correspondences, +90% compliance rates, and outreach commitments. 
• Identify customer needs and maintain a supportive, empathetic, and professional attitude to ensure a positive customer service experience. 

Program Support  

• Support with the development of client-facing project management materials including timely and accurate status reports, timelines, and call notes. 
• Support the creation of program materials on behalf of government clients and/or Touchstone IQ products. These include – but are not limited to – how-to guides, program overviews, informational videos, FAQs, training presentations, and process flows. 
• Contribute ideas to improve program resources that will enhance the team’s effectiveness, program compliance, and customer service experience. 
• Generate and analyze various program or customer statistic reports using Salesforce, Microsoft Excel, and internal Touchstone IQ tools. 

Company Support  

• Provide ad hoc support for corporate initiatives. These include – but are not limited to – gathering data and documenting processes, compiling industry and competitive research, creating marketing content, supporting software quality assurance testing, and conducting potential customer outreach. 

Success in This Role Requires  

• Clear and effective verbal and written communication skills including the ability to actively listen, problem solve, and be highly responsive to the needs of our multi-functional internal team and all customers with whom you interact. 
• Ability to take detailed, accurate, and informative notes while multitasking. 
• Ability to collaborate effectively with colleagues and clients. 
• A demonstrated ability to learn and operate robust CRM tools and technology platforms. 
• A deep knowledge of all client programs and Touchstone IQ products for which you support. 
• Being comfortable asking for management guidance and using good judgment and analytical skills in ambiguous situations. 
• Outstanding attention to detail combined with the ability to see the big picture. 
• Ability to prioritize and manage time effectively across multiple projects and competing deadlines 
• High-level awareness of client contracts and scope of work. 
• An understanding of, or ability to comprehend, energy policy and energy concepts. 
• Ability to work in a fast-paced software-centric work environment. 
• A growth mindset — someone who can adapt to change and incorporate constructive feedback. 

Compensation

Starting salary range of $58,000 per year; salary will be commensurate with experience.

TIQ offers health benefits, an RTD pass, paid time off, onsite gym facility, dog-friendly environment, and a hybrid work schedule.

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