Alumni Relations Representative

Summary

The Alumni Association of the University of Michigan (AAUM) is seeking an Alumni Relations Representative to be a part of our team. This position will help to provide a world class customer experience to our alumni through phone, email, and web chat inquiries. Duties include performing data entry, membership and gift processing, and membership conversion sales in support of Alumni Association vision, increased membership and revenue. Additionally, this position will provide administrative support for the team.

In addition to the responsibilities and qualifications listed below and most importantly, candidates must share and hold to the highest regard, the same values that are uniquely inherent to AAUM:

ALL IN

Believe in our mission

Be trustworthy and loyal to AAUM and each other

Be passionate about what we're doing and be proud to be a part of it

Be an employee who goes above and beyond the call of duty

SERVING HEART

Be open and willing to listen to others and help in whatever way possible

You're dedicated to selflessly following the Platinum Rule: treat others the way they want to be treated

SOLUTION SEEKER

You're a creative problem solver

You're never satisfied with the status quo

You find a way to say yes

You embrace new ideas and approaches from different perspectives

You're collaborative, flexible and adaptive

Who We Are

We enrich the University of Michigan's impact by serving as an independent gateway for alums of all identities, backgrounds, and experiences across the globe and in our neighborhoods in order to create and deepen belonging to the Michigan Family, the Leaders and Best.

AAUM values a culture of diversity, equity, and inclusion. We are committed to the continual development of a diverse staff who thrive and contribute to a positive, equitable and inclusive environment. Our commitment to DEI work is showcased here: https://alumni.umich.edu/about/diversity/.

Responsibilities*

• Respond to alumni inquiries regarding membership and other AAUM programs by phone, email, voice mail, website chat, and in-person. Provide outstanding customer service. Sell memberships. Log and track all call interactions in AAUM's CRM (Salesforce).
• Act as clearinghouse for Alumni Association and University information.
• Perform data entry for Association programs, products, events and services.
• Administer CRM control reports and other reporting responsibilities.
• Prep fundraising gifts that come to the AAUM to be sent to Gift and Records Administration Office for processing
• Complete general administrative duties including maintaining files, scheduling meetings, and preparing expense reports.

General Duties

• Provide organizational leadership by demonstrating AAUM core values: All In, Serving Heart and Solution Seeker, and helping other staff members demonstrate those values.
• Value and embrace different identities and diversity of thought recognizing that everyone has unique and different experiences that contribute to the best solution seeking and success for AAUM.
• Work with AAUM staff members to gain a clear and consistent understanding of the details of the strategic plan and feel equal ownership of every piece of it, including pieces for which there is no direct responsibility.
• Be inclusive and collaborative with every other member of the staff and every other team. Operate as a critical contributing member of the staff to complete objectives in many different areas in order to move the whole organization toward the strategic plan.
• Support University Relations efforts by demonstrating AAUM value to campus units/partners (i.e., schools/colleges, campuses).
• Continually build digital skill sets in order to implement into work.
• Staff and participate in team meetings, Alumni Association events and staff retreats including offsite, overnight staff retreats at Camp Michigania.
• Provide staff support to the Alumni Association's Board of Directors, its committees, and other volunteers as needed.
• Coordinate special projects as assigned or required.
• Participate in Alumni Association and other University committees as required.
• Share knowledge through internal communication.
• Support the Alumni Association's vision of creating a place of belonging for all alumni.
• Remain current with respect to technology and the University's educational resources.

Supervision Received

Direct supervision is received from the Alumni Relations Coordinator.

Supervision Exercised

May manage the work of some temporary or student employees.

Required Qualifications*

• One to two years of customer service experience or equivalent combination of education and experience.
• Ability to provide excellent customer service on the phone, chat, email and in person.
• Ability to utilize Google suite including mail, sheets, docs, slides, chat, etc.
• Demonstrated ability and passion to build your own digital skill set.
• Team player and a strong attitude for collaboration
• Excellent written and verbal communication skills for customer service through phone, email, chat and in person.
• A proven ability to generate creative, innovative solutions to issues with a can-do attitude with a mindset to be results-driven.
• Ability to work effectively with leaders and colleagues in a multicultural and diverse environment.

Work Locations

This position is currently a hybrid work setting. This position requires at least two days in the office a week.

Additional Information

This position is eligible for commission based on membership sales in addition to the base salary.

AAUM welcomes applications from people of all abilities. This position requires the occasional moving of 10 lbs or less.

This position may require some evening and weekend work.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.