Job Summary

Alumni Affairs and Development 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.

Position Description

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 Duties:

• 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.

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

Working Conditions

• 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).

Additional Information

Benefits

We invite you to visit Harvard's Total Rewards website (https://hr.harvard.edu/totalrewards) to learn more about our outstanding benefits package, which may include:

• Paid Time Off: 3-4 weeks of accrued vacation time per year (3 weeks for support staff and 4 weeks for administrative/professional staff), 12 accrued sick days per year, 12.5 holidays plus a Winter Recess in December/January, 3 personal days per year (prorated based on date of hire), and up to 12 weeks of paid leave for new parents who are primary care givers.
• Health and Welfare: Comprehensive medical, dental, and vision benefits, disability and life insurance programs, along with voluntary benefits. Most coverage begins as of your start date.
• Work/Life and Wellness: Child and elder/adult care resources including on campus childcare centers, Employee Assistance Program, and wellness programs related to stress management, nutrition, meditation, and more.
• Retirement: University-funded retirement plan with contributions from 5% to 15% of eligible compensation, based on age and earnings with full vesting after 3 years of service.
• Tuition Assistance Program: Competitive program including $40 per class at the Harvard Extension School and reduced tuition through other participating Harvard graduate schools.
• Tuition Reimbursement: Program that provides 75% to 90% reimbursement up to $5,250 per calendar year for eligible courses taken at other accredited institutions.
• Professional Development: Programs and classes at little or no cost, including through the Harvard Center for Workplace Development and LinkedIn Learning.
• Commuting and Transportation: Various commuter options handled through the Parking Office, including discounted parking, half-priced public transportation passes and pre-tax transit passes, biking benefits, and more.
• Harvard Facilities Access, Discounts and Perks: Access to Harvard athletic and fitness facilities, libraries, campus events, credit union, and more, as well as discounts to various types of services (legal, financial, etc.) and cultural and leisure activities throughout metro-Boston.

Work Format

Hybrid (partially on-site, partially remote)


Commitment to Equity, Diversity, Inclusion, and Belonging
Harvard University views equity, inclusion, and belonging as the pathway to achieving inclusive excellence and fostering a campus culture where everyone can thrive. We strive to create a community that draws upon the widest possible pool of talent to unify this excellence while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values.

EEO Statement
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

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