Alumni Relations Coordinator

Alumni Relations Coordinator

The Alumni Association is seeking an Alumni Relations Coordinator. In this dynamic role, you will help strengthen lifelong connections between alumni and the University by leading and supporting the Alumni Relations team in delivering exceptional service, meaningful engagement, and seamless operational excellence. You will coordinate daily workflows, oversee inbound membership sales and engagement efforts, and ensure accurate processing of memberships, events, registrations, and constituent interactions. Through outstanding customer service across phone, chat, and email, you will create positive experiences that surprise and delight alumni and friends of the University. As a coach and mentor, you will train team members in sales techniques, CRM transaction processing, and service best practices while collaborating across the Association to keep the team informed about current programs, services, and events. Your leadership will be essential in resolving alumni issues, maintaining data integrity, meeting deadlines, and continuously improving processes that support alumni engagement and organizational success.

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

Responsibilities*

• Oversee the performance of inbound calling to drive membership renewals and acquisitions and alumni engagement for the team.
• Answer inbound calls, chats, and emails providing excellent customer service that surprises and delights constituents.
• Document phone call conversation and transactions.
• Coach alumni relations team members and provide training on sales techniques, customer service, and transaction processing in the CRM database to ensure the best possible customer service is provided by all team members.
• Actively gather and integrate into on-going training, current information on Alumni Association and University services, programs and events through collaboration with other Association teams.
• Coordinate the workflow of the customer service area through the work management platform; data entry of registrations for programs, services, events, gifts, and membership and customer service coverage. Utilize the AR ticket system to organize work requests from other teams.
• Coordinate resolving alumni issues.
• Process control reports and other reports.
• Ensure processing is completed by deadlines.
• Solve data integrity and transaction processing issues in partnership with the technology team.

General Responsibilities:

• Staff team and Alumni Association events.
• Provide staff support to the Alumni Association's Board of Directors, its committees and other volunteers.
• Participate on Alumni Association and other University committees as required.
• Attend appropriate team and staff meetings
• Serve as primary point of contact between the team and other program areas within the organization
• Act as liaison to the Gift and Records Office, Development, ITCS Accounts Office and Central Campus Information Center.
• Lead team to ensure liaison meetings continue across program areas to improve on communications.
• Recruit and hire new staff members as required.
• Responsible for departmental administration of budget, forecasting, policies, and procedures.
• Remain current with respect to technology and resources.
• Provide opportunities for personal and professional growth for Alumni Relations team members through regular performance reviews and ongoing career development.
• Represent the Alumni Association at University and alumni functions.
• Be flexible by supporting team vision.

Supervision Received :

Direct supervision is received from the Associate VP of Human Resources.

Supervision Exercised :

Direct supervision is exercised over the Alumni Relations team.

Required Qualifications*

• A bachelor's degree or current combination of education and experience.
• Three years of experience in customer service and sales is required.
• Ability to utilize Google suite including mail, sheets, docs, slides, chat, etc.
• Knowledge and experience with customer relationship management software is required.
• Excellent interpersonal skills and attention to detail.
• Demonstrated ability to work independently and exercise judgment in setting work priorities is required.
• Demonstrated commitment and passion for high quality customer service.
• Ability to work effectively with leaders and colleagues in a multicultural and diverse environment.

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

This position is hybrid and requires 2 days per week in the office. Starting in September, 3 days a week in the office is required.

U-M EEO Statement

The University of Michigan is an equal employment opportunity employer.