Job Description

A student’s relationship with SAIT doesn’t end at convocation — we are proud of the life-long relationships we have with our alumni. The Alumni and Development department shares SAIT’s story, connects donors to incredible people, projects and experiences. SAIT is fortunate to receive financial support from our alumni family, industry and community at large. If you’re passionate about nurturing the connections between SAIT and our alumni family, we want to meet you.

The Opportunity

This role performs key stakeholder engagement for the institution, representing Alumni & Development in person, where appropriate, and online (email, phone, digitally) as well as across campus in meetings, classrooms, clubs and orientation activities. The position is highly visible, requiring a depth of knowledge in all facets of Alumni and Development activities and programs, and requires the skill to respond to a variety of inquiries and customer needs. The Advancement Customer Service Specialist will embody a sense of welcome, a key driver of engagement and a cornerstone of Alumni & Development’s strategic plan.

General tasks include engaging with students, alumni, donors in a variety of situations ranging from general questions/inquiries to onboarding new annual donors, and PGC members. The role handles services such as but not limited to: alumni and donor communication; virtual and in-person scholarship labs; facilitating and conducting student activities; working with various departments all with an Alumni and Development lens. This position works closely with peers, as well as alumni, donors, students, faculty, and SAIT administrative staff.

The Advancement Customer Service Specialist position reports to the Manager, Advancement Services and Student Awards.

The work of the Advancement Customer Service Specialist builds pride and a culture of lifelong engagement with SAIT, promotes Alumni & Development’s programs to students, alumni and donors and has direct influence on student success, student and alumni engagement, and donor satisfaction.

The Role

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Frontline Service – Alumni & Development First point of contact for emails/inbound phone Manages scholarships, alumni relations, donor relations and annual giving email distribution lists Provides assistance to students, alumni and donors

A&D Liaison Liaison with Marketing, Institutional Communications, Academic Chairs and other campus groups to promote A&D activities such as but not limited to student awards, crowdfunding opportunities, volunteering with A&D, student club support

Donor Engagement Onboarding new annual donors, and PGC members; provide high touch and drive donor retention (particularly in the first year)

Student Awards First point of contact for students Collect and maintain all student tracking requirements and additional documentation for award applicants Outreach to Academic Chairs, support staff and LLSC staff for promotion of Student Awards, tutorials Schedule and present Student Award tutorials Maintain student congratulations process and other information and data collection efforts through iModules

Student and Alumni Engagement Monitor and track Level Up award from confirmation through code usage and other project work as required Lead onboarding activities as appropriate Work with Alumni Relations Officers to lead and support student club engagement activities as identified in the Alumni Engagement strategy

Judgement This role requires depth of knowledge of all programs housed in Alumni & Development and requires independent, sound decision making as well as skill to flex in response to the situation at hand, and to be able to quickly identify when an inquiry needs escalation and to whom This role must provide high quality service in every interaction. This involves quick and decisive problem-solving skills, including knowing when to escalate a communication or issue The framework this position operates in is broad as far as decision making is concerned, with regulatory, procedural and service guidelines to work within

Qualifications & Experience

• Post-secondary education in communications, fund development, business and/or financial management, marketing
• 3-5 years in an administrative or service role exhibiting similar skills
• Equivalent experience in the field will be considered
• Strong computer skills including working knowledge of Banner Database System, Excel, PowerPoint, and MS Word
  

Preferred Experience in post-secondary education is a plus

Skills Required A genuine customer service orientation and excellent interpersonal skills. Excellent communication skills -written, verbal and virtual - for critical work with students, alumni, academic partners, donors and stakeholders. Ability to work productively under pressure to meet many different deadlines. Sound judgement. Creative approach to problem solving. An ability to work collaboratively with a variety of people. Flexibility, discretion, and ability to maintain confidential information. Excellent administrative skills including excellent data entry skills, a strong ability to prioritize tasks, work independently and maintain a consistently close attention to detail. Strong analytical and exceptional organizational skills
Job classification: Administrative Assistant II - A5904
Salary range: $52,000 - $58,000
# of positions: 1
Hours Per Week: 40
Posting closing date: August 25, 2022

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About SAIT

SAIT is a global leader in applied education. Named one of Alberta’s Top Employers, we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.

Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.

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