Key Responsibilities
We are seeking an Energy & Sustainability Specialist to fulfill the below responsibilities.
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 the 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 is able to adapt to change and incorporate constructive feedback.
Compensation
Compensation is dependent on experience with a base salary of $50,000-$55,000 based on experience. Benefits include healthcare and dental insurance, parental leave, a Denver RTD EcoPass, a hybrid work schedule (3 days in-office; 2 days remote), paid holidays, vacation and sick days as well as a matching 401K package.
Company Overview
Touchstone IQ (www.touchstoneiq.com) is a leading-edge building energy management software & services company. The Touchstone IQ software platform aggregates complex energy data and automates analytics, benchmarking, and forecasting, with customized dashboards supporting building owners, governments, and utilities in meeting their energy & sustainability goals.
Founded in 2014, Touchstone IQ was created by a group of long-standing energy efficiency engineers and seasoned software development professionals. We realized the value an easy-to-use energy management software could provide—not only for building owners—but also cities and states working to achieve their climate action goals. Working in collaboration with prominent city governments and corporate real estate owners, the Touchstone IQ team perfected a tool that eases the pain points associated with achieving energy management goals, as well as complying with energy benchmarking and performance regulations. To learn more about our company please visit: www.touchstoneiq.com.
