Customer Experience Specialist

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 to create and deepen belonging to the Michigan Family, the Leaders and Best.

Join the Alumni Association in fostering a global community of belonging. We aim to create spaces where every stakeholder feels connected and valued. Through programs such as clubs, affinity groups, and student support initiatives, we are dedicated to building strong, supportive networks among alumni worldwide. We invite you to explore our impactful work and become a part of our commitment to nurturing a worldwide network of belonging.

Discover more about our efforts here:
Community of Belonging .

The Alumni Association of the University of Michigan is seeking an Alumni Experience Specialist to deliver world-class customer service and help to foster alumni engagement. In this role, you will convert everyday inbound inquiries (calls, emails, and web chats) into membership sales and revenue, providing an exceptional experience that surprises and delights our alumni and other constituents. This position perfectly balances high-touch constituent engagement with essential backend operations, including Salesforce data entry, membership and gift processing, and general 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 the Alumni Association:

ALL IN

Believe in our mission

Be trustworthy and loyal to the Alumni Association 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

Constituent Engagement & Support

• Deliver Exceptional Service: Respond to inbound calls, live chats, and emails with a warm, professional, and solutions-oriented approach that consistently exceeds constituent expectations.
• Act as a Knowledge Hub: Serve as the primary clearinghouse for Alumni Association and University information, accurately answering inquiries and guiding constituents to the right resources.
• Drive Growth & Retention: Leverage inbound interaction opportunities to promote and sell the benefits of membership, driving renewals and new member acquisitions, thereby helping to increase revenue

Data Management & CRM Administration

• Maintain CRM Integrity: Document detailed phone conversations and update constituent records accurately within Salesforce.
• Data Entry & Reporting: Perform data entry for Alumni Association programs, products, events, and services, while regularly administering CRM control reports to ensure data accuracy;
  Use Salesforce to process all membership transactions.
• Gift Stewardship: Prepare and organize incoming fundraising gifts, ensuring they are accurately documented before routing to the Gift and Records Administration Office for final processing.

Administrative Operations

• Operational Support: Coordinate general administrative workflows for the broader team, including maintaining organized physical and digital files, scheduling meetings, and managing expense reports.
• Cross-Functional Collaboration: Partner with internal teams and campus stakeholders to streamline administrative processes and support Association initiatives.

General Responsibilities:

• 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 perspectives, recognizing that everyone has unique and different experiences that contribute to the best…