Customer Experience Specialist

Job Summary

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.

• 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.

• 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.

• 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.

• 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 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 collaborative with all AAUM staff and teams. 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 that may be during evenings or weekends, 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.

Direct supervision is received from the Alumni Experience Coordinator.

May supervise the work of some temporary staff.

• 1–2 years of professional customer service experience, or an equivalent combination of education and…