Department Coordinator (Customer Service Representative), IU Alumni Association
Indiana University

Department

ALUMNI RELATIONS (IN-ALUM-IUINA)

Department Information

The Indiana University Alumni Association's mission is to activate and support the global alumni network of more than 750,000 IU graduates - encouraging alumni to grow a lifelong connection with Indiana University, and inspiring their ongoing generosity toward each other and the university.

As we pursue our mission, a core set of values guide our approach:

Collaboration

• We work together to achieve common goals.

Commitment

• We serve each other, our alumni and the university with professionalism and integrity.

Inclusion

• We work to create an inclusive culture that is committed to diversity, belonging, and equity.

Pride

• We share and celebrate the best of the past, present, and future of IU.

As we undertake our mission of activating and supporting the global alumni network, we have 3 priorities that guide our work. Each of these priorities is supported by strategies that direct our efforts in the years to come:

Cultivate belonging

• To ensure a welcoming, equitable, diverse, and inclusive community, we will challenge discrimination and our inherent biases.

Deepen alumni loyalty

• To build the alumni community, we will learn how alumni identify with IU and each other, and then offer relevant experiences that encourage stronger commitment.

Strengthen alumni relations across IU

• We will collaborate with IU stakeholders and support efforts to engage more deeply with their alumni audiences.

The IUAA activates IU's powerful global network through live and virtual events, volunteer opportunities, scholarship programs, compelling IU content, and seriously fun traditions.

Additionally, the association develops and supports volunteer leadership, serves as a voice for alumni as the university evolves, and provides lifelong learning opportunities.

Job Summary

Department-Specific Responsibilities

• Provides exemplary customer service to internal and external customers, including Alumni of Indiana University, campus partners, and departments across the IU Alumni Association.
• Supports department leaders in the Outreach and Engagement and IU Indianapolis Team and coordinates with other departments as well as the Executive Office to ensure success of daily operations, events, and programs.
• Provides comprehensive administrative support to the Managing Director of Alumni Relations, including calendar management and department scheduling.
• Assists the Office of Alumni Relations team with event logistics, RSVPs, PowerPoint creation, and communications.
• Supports alumni engagement by coordinating email and physical communications, event registration and replying to alumni inquiries by phone and email.
• Coordinates department meetings, including agenda preparation and internal communications.
• Delivers exceptional customer service at the Welcome Center, serving as a backup receptionist.
• Handles alumni interaction data entry, batch loading event attendees, and generating reports for engagement analysis.
• Supports event logistics, including sponsorship management, and volunteer merchandise inventory and distribution.
• Proofreads communications to ensure accuracy and adherence to organizational standards.
• Assists with financial records, including bank deposits and documentation.
• Performs general office tasks such as ordering supplies, tracking team milestones, and maintaining office organization.

General Responsibilities

• Provides exceptional customer service by greeting and assisting customers, and responding to customer inquiries and complaints regarding the organization's products or services.
• Resolves questions and problems from students, employees, and other stakeholders accurately by explaining and interpreting policies and programs with limited research and guidance; provides answers to questions and resolutions to problems.
• Makes periodic calls to existing customers to determine satisfaction with the organization, products, and services.
• Builds and maintains business relationships with a variety of customers, including current and prospective students, parents, employees and dependents, departmental representatives, and other stakeholders, to promote customer loyalty and provide information about university programs and services.
• Ensures timely and accurate processing of information consistent with university policies. Updates and maintains basic information into databases
• Redirects complex questions and issues to higher-level appointed staff and/or managers.
• Maintains high standards of confidentiality of all records and documents.

Qualifications

Combinations of related education and experience may be considered. Education beyond the minimum required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

EDUCATION

Required

• High school diploma or equivalent (such as HSED or GED)

Preferred

• Bachelors degree

WORK EXPERIENCE

Required

• 2 years of relevant experience

Preferred

• Experience in Higher Education
• Experience using Customer Relationship Management (CRM) Systems software to track interactions and manage relationships with alumni and stakeholders

LICENSE AND CERTIFICATIONS

Required

• Valid driver¿s license with the ability to be insured by Indiana University

SKILLS

Required

• Proficient communication skills
• Maintains a high degree of professionalism
• Demonstrated time management and priority setting skills
• Demonstrates a high commitment to quality
• Possesses flexibility to work in a fast paced, dynamic environment
• Highly thorough and dependable
• Demonstrated customer service skills
• Ability to build strong customer relationships
• Friendly and service-oriented
• Strong verbal communication and listening skills
• Demonstrated problem solving skills
• Effective interpersonal skills
• Effective conflict management skills
• Prefer proficiency in Microsoft Office (Word, Excel, Teams, Planner, PowerPoint)

Preferred

• Familiarity with university environments, particularly in alumni relations or student services
• Ability to enhance understanding of the unique needs of alumni and campus partners

Working Conditions / Demands

This role requires the ability to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work as well as periods of time moving around an office environment and the campus. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

This position will start on February 3, 2025

Work Location

Advancement Center

IU Indianapolis Campus

Advertised Salary

$38,000.00 - $40,310.40 per year based on experience

Work Hours

Required to work occasional evening and weekend events

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of benefits including:

• Multiple plan options for medical insurance
• Dental insurance
• Health Savings Account with generous IU contribution
• Life insurance, LTD, and AD&D options
• Base retirement plan contribution from IU, subject to vesting
• Additional supplemental retirement plan options
• Tuition benefit for IU classes
• 10 paid holidays per year
• Generous Paid Time Off
• Paid Parental Leave
• Employee Assistance Program (EAP)

Learn more about our benefits by reviewing our online Benefits Brochure.

Job Classification

Career Level: Intermediate

FLSA: Nonexempt

Job Function: General Administration

Job Family: Customer Service
Click here to learn more about Indiana University's Job Framework.

Posting Disclaimer

This posting is scheduled to close at 11:59 pm EST on the advertised Close Date. This posting may be closed at any time at the discretion of the University, but will remain open for a minimum of 5 business days. To guarantee full consideration, please submit your application within 5 business days of the Posted Date.

If you wish to include a cover letter, you may include it with your resume when uploading attachments.

Equal Employment Opportunity

Indiana University is an equal employment and affirmative action employer and a provider of ADA services. All qualified applicants will receive consideration for employment based on individual qualifications. Indiana University prohibits discrimination based on age, ethnicity, color, race, religion, sex, sexual orientation, gender identity or expression, genetic information, marital status, national origin, disability status or protected veteran status. Indiana University does not discriminate on the basis of sex in its educational programs and activities, including employment and admission, as required by Title IX. Questions or complaints regarding Title IX may be referred to the U.S. Department of Education Office for Civil Rights or the university Title IX Coordinator. See Indiana University's Notice of Non-Discrimination here which includes contact information.

Campus Safety and Security

The Annual Security and Fire Safety Report, containing policy statements, crime and fire statistics for all Indiana University campuses, is available online. You may also request a physical copy by emailing IU Public Safety at iups@iu.edu or by visiting IUPD.

Contact Us

Request Support
Telephone: 812-856-1234

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