Alumni Relations Assistant, Harvard Alumni Educational Travel

By working at Harvard University, you join a vibrant community that advances Harvard's world-changing mission in meaningful ways, inspires innovation and collaboration, and builds skills and expertise. We are dedicated to creating a diverse and welcoming environment where everyone can thrive.

Why join Harvard University Central Administration?

Harvard University's Central Administration (CADM) is a 5,000+ employee organization that supports the university's overall excellence by understanding and serving the needs of its schools, students, faculty, staff, alumni, and surrounding communities. Through dynamic and collaborative partnerships, CADM provides high-quality and efficient services to the schools to help them achieve their goals.

Alumni Affairs and Development (AA&D) is a dedicated team supporting Harvard’s advancement activity through front-line fundraising, alumni and volunteer engagement, technology, prospect management and research, business process, events, communications, and many other areas.

Our goal is to create an environment of respect that leverages the many talents, perspectives, and experiences of our employees; to deliver the strongest possible results by incorporating diverse perspectives into our daily work; and to make AA&D a great place to work for everyone. We strive to live our values of respect, inclusion, trust, collaboration, continuous improvement and innovation; and open communication and effective information sharing in our daily interactions and our work.

AA&D is comprised of the University Development Office (UDO), Faculty of Arts and Sciences (FAS) Development, AA&D Resources, the Harvard Alumni Association (HAA), and the Office of the Vice President (OVP).

The individual holding this full-time position is responsible for day-to-day customer service and administrative and marketing tasks supporting Harvard Alumni Travels. Responds to in-bound travel sales calls and e-mails. Processes and acknowledges program reservations and deposits, prepares and maintains records of registrations. Provides administrative support to the department as needed. 

Customer Service (on a rotating schedule of one week on / one week off—50%)

• Handles phone inquiries from alumni, parents, and friends of Harvard who are interested in Harvard trips (answers the phone / regularly checks messages and logs calls / responds within 24 hours and sees through to resolution).
• Responds to department emails within 24 hours and sees through to resolution.
• Follows up with and tracks online registrations. Tracks / troubleshoots on-line payments.
• Updates ViaTour with address changes, additions, and removals.
• Tracks traveler consent to Terms & Conditions.
• Processes registrations on a rolling basis (enters information into ViaTour; sends confirmation emails).
• Processes cancellations on a rolling basis.
• Processes booking reports on Friday (following the appropriate protocol for handling confidential information).
• Provides weekly summary of bookings and cancellations to Travel team each Friday, including insights for the following week.
• Cross-checks registrations against tour operator lists monthly.
• Drafts written responses to elevated customer service issues.
• Registers travelers for STEP (Smart Traveler Enrollment Program).

Study Leader and Marketing Support

• Tracks “Information When Available” requests and follows up when appropriate.
• Coordinates pre-trip materials and mailing of giveaway items in a timely manner to the appropriate tour operators.
• Prepares post-tour evaluations online and sends department welcome home / thank you e-mail to travelers.
• Cross-checks trip information against contracts, ViaTour, and website as directed.
• Supports Travel team coordinator with ad-hoc emails to promote travel programs (e.g., to Study Leader past travelers or to “Information When Available” requests).
• Collects and tracks input from Study Leaders including bio-blurbs, head shots, Personal Information Forms, lecture titles, equipment needs, etc.
• Prepares tour history report for Study Leader trip briefings (including checking degrees on traveler lists, identifying past HAA trips, and creating bio-blurbs).
• Confirms purchase of Redpoint insurance and tracks in ViaTour.
• Drafts e-mail to travelers if there is no study leader or host.
• Registers Harvard staff and faculty under International SOS as needed.
• Schedules Study Leader and traveler pre-trip briefings (either in person or over Zoom).
• Prepares dinner invitations for Study Leaders.
• Tracks expense reports for study leaders and hosts, assists with completing where necessary; reports status to Travel team assistant director.
• Tracks and maintains Travel program inventory of giveaway items. Reorders when necessary.
• Tracks and maintains appropriate stationery and other office / programming supplies for Travels program.
• Executes Loyalty Program recognition on an annual basis (tracks and acknowledges repeat travelers with appropriate communication and Harvard tokens).

Additional Responsibilities:

• Performs Level One research in ADVANCE.
• Proactively reviews and improves administrative systems.
• Assists with general office tasks as needed.
• Meets minimum staffing requirements for on-campus events including, but not limited to Commencement, Alumni Day, and HAA Board meetings.
• Attends in-person staff meetings and retreats as required.

The above covers the most significant responsibilities of the position. It does not, however, exclude other duties, the inclusion of which will be in conformity with the level of the position.

• This is a hybrid work environment position with a minimum requirement of two days in-office per week. There are other times throughout the year where on-campus participation is required (e.g., Commencement, Alumni Day, HAA Board meetings, and department and team retreats).

Basic Qualifications:

• Minimum of one to two years related office experience preferred.
• Must be highly organized and detail-oriented, and have strong interpersonal and communication skills, both oral and written.
• Must have a strong knowledge of Microsoft Office software.
• Must occasionally work additional evening and weekend hours. 

Additional Qualifications and Skills:

• ​​​​​​BA/BS preferred.
• Related office experience preferably in an academic environment.
• Must have excellent customer service skills and ability to work with a sophisticated and occasionally demanding clientele.
• Must possess the ability to establish and promote good working relationships.
• Must be flexible and possess the ability to prioritize and handle multiple tasks in a fast-paced, deadline-oriented environment.
• Must be able to focus on priorities and time specific duties.
• Must be a professional, collaborative, conscientious, and results-oriented individual.

• Standard Hours: 35 hours per week
• Visa Sponsorship Information: Harvard University is unable to provide visa sponsorship for this position
• Pre-Employment Screening: Credit, Criminal, Identity
• This position requires a 3 month orientation and review period.
• Please include resume and cover letter as one document.

To learn more about AA&D, please visit us here.

Accommodations: Harvard University welcomes individuals with disabilities to apply for positions and participate in its programs and activities. If you would like to request accommodations or have questions about the physical access provided, please let your recruiter know.

Work Format Details

This position has been determined by school or unit leaders that some of the duties and responsibilities can be effectively performed at a non-Harvard location. The work schedule and location will be set by the department at its discretion and based upon operational needs. When not working at a Harvard or Harvard-designated location, employees in hybrid positions must work in a Harvard registered state in compliance with the University’s Policy on Employment Outside of Massachusetts. Additional details will be discussed during the interview process. Certain visa types and funding sources may limit work location. Individuals must meet work location sponsorship requirements prior to employment.

Salary Grade and Ranges

This position is salary grade level 053. Please visit  Harvard's Salary Ranges  to view the corresponding salary range and related information. 

Benefits

Harvard offers a comprehensive benefits package that is designed to support a healthy work-life balance and your physical, mental and financial wellbeing. Because here, you are what matters. Our benefits include, but are not limited to: 

• Generous paid time off including parental leave 
• Medical, dental, and vision health insurance coverage starting on day one 
• Retirement plans with university contributions 
• Wellbeing and mental health resources 
• Support for families and caregivers 
• Professional development opportunities including tuition assistance and reimbursement 
• Commuter benefits, discounts and campus perks 

Learn more about these and additional benefits on our Benefits & Wellbeing Page. 

EEO/Non-Discrimination Commitment Statement

Harvard University is committed to equal opportunity and non-discrimination. We seek talent from all parts of society and the world, and we strive to ensure everyone at Harvard thrives. Our differences help our community advance Harvard's academic purposes.

Harvard has an equal employment opportunity policy that outlines our commitment to prohibiting discrimination on the basis of race, ethnicity, color, national origin, sex, sexual orientation, gender identity, veteran status, religion, disability, or any other characteristic protected by law or identified in the university's non-discrimination policy. Harvard's equal employment opportunity policy and non-discrimination policy help all community members participate fully in work and campus life free from harassment and discrimination.