Customer Relations Coordinator

The Wisconsin Foundation and Alumni Association (WFAA)*, the private fundraising and alumni relations organization for the UW-Madison, is seeking a dynamic Customer Relations Coordinator!  In this role ,you will provide exceptional customer service at reception desk Below Alumni Center. Serve as the first point of contact for alumni, constituents, and customers in person, via telephone, email, and website live chat. Manage inventory of organizational and divisional resources and internal operational processes to support staff, alumni, and guests. Assist various teams within the organization and provide facility support for visitor services and operations. This position will work onsite at the Wisconsin Alumni Association office located at 650 Lake Street in Madison, WI.

Who is WFAA?
The Wisconsin Foundation and Alumni Association is a private, nonprofit corporation that encourages individuals and organizations to make gifts to the university and to connect with the UW. In 2014, the UW Foundation merged with the Wisconsin Alumni Association® to better serve a growing population of UW alumni and donors. We believe that private support grows out of good relationships between campus leaders, faculty and program staff who need support, and the alumni and friends who want to invest in UW–Madison. We provide important engagement opportunities to link UW–Madison alumni to each other and to their alma mater, building a strong community of Badgers.

Diversity and Inclusion:

Just as the university community benefits from differing viewpoints, perspectives, and experiences, inclusion and diversity are imperative for the success of our mission. WFAA values people and the differences that they bring to the organization, and creates an environment in which all staff members and constituents feel respected and have opportunities to thrive.  

Reception and Customer Relations

• Manage operations at reception desks, serving as the first point of contact for alumni, donors, and visitors.
• Demonstrate the WAA and WFAA brands through multiple communication channels.
• Provide exceptional visitor and information services, enthusiastically greeting and assisting visitors.
• Contact appropriate personnel upon visitor arrival or direct guests to the appropriate area.
• Take messages and redirect inquiries to the appropriate staff members.
• Maintain a high level of knowledge of organizational processes and standards.
• Communicate collaboratively across different teams and divisions.
• Assist with the upkeep, cleanliness, and coordination of public areas.
• Maintain literature and information racks for visitors, ensuring a professional and tidy desk and public space presentation at all times.
• Open and close the office as needed.
• Process alumni profile information updates in the official alumni database (4WARD).
• Assist customers with uwalumni.com email account services.
• Manage reserved parking lot spaces and other facility resources.
• Receive general deliveries and notify the appropriate personnel of their arrival.
• Fulfill Petty Cash Requests.

Administrative and General Operations Support

• Complete assembly and mailing projects.
• Draft routine correspondence as requested.
• Assist in general operational tasks.
• Learn and effectively utilize organizational and administrative policies, processes, and software systems.
• Identify and suggest areas for process improvement and assist with implementation.
• Operate building equipment and systems, including basic troubleshooting.
• Independently manage a wide variety of inquiries from internal and external constituents.
• Demonstrate a cooperative and courteous manner in person and by phone.
• Positively represent WFAA and the university to internal and external constituencies.
• Manage office coffee equipment and supplies and filtered water dispensers (Canteen).
• Coordinate staff annual parking permits and bus passes.
• Be available to work or be on-call on scheduled evenings and weekends to assist with visitor services and event execution for events and engagement programs.
• Provide administrative and programmatic support for various engagement efforts.
• Manage facility resource inventory.
• Assist in general operational tasks as needed.

Required Qualifications:

• 6 + months experience in receptionist / customer service job function.
• Experience with database management and proficiency in using Microsoft Office Suite.
• Valid driver’s license required

Other Qualifications:

• Bachelor's degree in a related field (e.g., Business Administration, Communications, Hospitality Management) preferred.
• Additional certifications or coursework in customer service, office administration, or related areas are a plus.
• Good organizational skills.
• Strong communication skills; ability to interact well with people of diverse backgrounds.
• Team-oriented and resourceful.
• Ability to work with a large degree of independence.
• Ability to juggle multiple tasks.
• Ability to handle pressure in a fast paced and ever changing environment; ability to make independent decisions and answer tough customer service questions.
• Familiarity with the UW-Madison campus preferred.
• Experience in a fast-paced, customer-facing role is preferred.
• Demonstrated ability to handle high-pressure situations with professionalism and poise.
• Proven track record of managing multiple tasks and priorities effectively.
• Experience working with diverse groups of people and providing exceptional customer service.
• Familiarity with administrative and operational processes in an office setting.
• Previous experience in a university or educational environment is a plus.

WFAA is committed to provide our employees with an environment that is inspiring, creative and respectful. We offer competitive pay and an excellent benefits program, which includes a 10% 401k contribution after 1 year of service!