Responsibilities*
Provide exceptional customer service and work with the travel team to provide one-of-a-kind travel experiences for alumni both domestically and internationally.
Customer Relationship Management
- Provide outstanding customer service by responding to alumni inquiries regarding travel program offerings by phone, email, voice mail, and website chat.
- Provide travelers with information on trip availability, insurance, trip-specific questions, and membership requirements.
- Ensure the accuracy of records by managing travel registrations, passenger bookings/numbers, and checking passenger lists in Salesforce (CRM system).
Administrative
- Work with the travel team to ensure the website is up to date and collect assets for each new collection launch to add to the website
- In conjunction with the program coordinator, review traveler post-trip surveys, follow up with travelers, and send feedback to the operators
- Maintain inventory stock for the travel promotional and host items
- Prepare and send travel mailings to travelers, alumni, and hosts
- Support the travel host program by creating host bags and preparing host materials for the program coordinator
- Support the travel team?s programmatic initiatives by reviewing and staying up to date on data trends within the CRM system.
Supervision Received
Direct supervision is received from the Senior Travel Program Manager.
Required Qualifications*
- Some post-secondary education or equivalent combination of education and experience.
- Experience in travel, higher education, international, athletics, or similar hospitality field.
- Comfortable working independently on daily tasks and team projects.
- Strong customer service experience.
- Excellent organizational skills.
- Ability to utilize Google Suite including mail, sheets, docs, slides, chat, etc.
- Excellent verbal communication skills to provide excellent customer service on the phone.
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 works in a hybrid work mode with mostly remote work. Some in person training may be required.
U-M EEO Statement
The University of Michigan is an equal employment opportunity employer.