Customer Experience Specialist

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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 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.

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.

Responsibilities

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*

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 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.
  
  

Supervision Received

Direct supervision is received from the Alumni Experience Coordinator.

Supervision Exercised

May supervise the work of some temporary staff.

Required Qualifications*

• 1-2 years of professional customer service experience, or an equivalent combination of education and experience.
• Exceptional verbal and written communication skills, with a demonstrated ability to deliver world-class service across phone, web chat, email, and in-person interactions.
• Proven ability to work effectively, respectfully, and collaboratively with leaders and colleagues within a diverse, multicultural environment.
• Prior experience working with a Customer Relationship Management (CRM) system (e.g., Salesforce) is highly desired.
• Proficiency with Google Workspace (Docs, Sheets, Drive, Calendar, Gmail).
• A demonstrated tech-forward mindset and a passion for continuously building and adapting your digital skill set.
• A proactive, "can-do" attitude with a proven ability to generate creative, innovative solutions to complex constituent issues.
• A dedicated team player who genuinely values workplace collaboration and supporting shared goals.
  
  

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.

Work Locations

The Alumni Center is located in Ann Arbor, MI. This position is hybrid and currently requires 2 days in the office a week. Starting in the fall, the position will require 3 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 Statement

The University of Michigan is an Equal Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants, including protected veterans and individuals with disabilities.

Job Opening ID

279077

Working Title

Customer Experience Specialist

Job Title

Sales Representative Associate

Work Location

Ann Arbor Campus

Ann Arbor, MI

Modes of Work

Hybrid

Full/Part Time

Full-Time

Regular/Temporary

Regular

FLSA Status

Nonexempt

Organizational Group

Alumni Association

Department

Alumni Association

Posting Begin/End Date

6/18/2026 - 7/02/2026

Salary

$40,000.00 - $40,000.00

Career Interest

Administration

Communications & Marketing

Development/Institutional Advancement