Overview
The Customer Relations and Operations Specialist plays a critical role in delivering exceptional customer service while supporting key operational and administrative functions across the organization. Serving as a primary point of contact at the front desk, this position ensures a welcoming, professional, and service-oriented experience for all visitors, staff, and external partners. This is an on-site position, Monday through Friday, 8:00 a.m.–5:00 p.m.
In addition to front desk and reception responsibilities, the role provides executive administrative support and contributes to a wide range of operational projects that support organizational effectiveness. The successful candidate will bring a strong customer-service mindset, attention to detail, and the ability to manage multiple priorities in a dynamic environment.
Customer relations is the central thread throughout this role—shaping how services are delivered, how constituents and colleagues are supported, and how the organization is represented every day.
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.
Essential Functions
Reception and Customer Relations
- Serve as a primary front desk and reception desk staff member, providing exceptional customer service as the first point of contact for visitors, alumni, donors, vendors, and staff—both in person and via phone and email.
- Greet and assist visitors in a professional, welcoming, and knowledgeable manner; contact appropriate personnel upon arrival or direct guests as needed.
- Manage front desk coverage and staffing schedules in coordination with the Operations Manager to ensure consistent and reliable reception services.
- Maintain a clean, organized, and professional front desk and public-facing environment, including literature displays and shared spaces.
- Demonstrate organizational values and brand standards through all customer interactions and communication channels.
- Independently manage a wide variety of inquiries, redirecting or resolving requests with accuracy, discretion, and courtesy.
Executive and Administrative Support
- Provide administrative support for executive and senior staff, including drafting correspondence, preparing reports, creating mailings, and assisting with document preparation.
- Support assembly, printing, and mailing projects for leadership and organizational initiatives.
- Assist with scheduling, coordination, and logistical details related to executive or cross-functional needs, as assigned.
- Maintain confidentiality and professionalism when handling sensitive information or communications.
Operations and Organizational Project Support
- Provide operational support across the organization, assisting with special projects, cross-functional initiatives, and temporary assignments as needed.
- Support mailroom and shipping operations, including sorting, distributing, and processing incoming and outgoing mail and packages.
- Assist with inventory tracking and ordering for office supplies, storage areas, and shared resources.
- Support printing operations, including high-volume jobs and basic troubleshooting of equipment.
- Perform campus and inter-office errands, delivering documents, supplies, or materials as requested.
- Assist with maintaining break areas, storage spaces, and shared supply areas to ensure they are organized and functional.
Service Coordination and Continuous Improvement
- Monitor and respond to help center or service requests, ensuring timely follow-up and resolution.
- Communicate regularly with the Operations Manager regarding front desk operations, workload, priorities, and emerging needs.
- Identify opportunities for process improvement related to customer service, reception operations, or administrative workflows and assist with implementation.
- Demonstrate flexibility and responsiveness to changing organizational needs and priorities.
Qualifications
Required Qualifications:
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- 1 + year(s) of experience in a customer service, reception, administrative, or operations support role.
- Demonstrated commitment to delivering high-quality customer service with professionalism and empathy.
- Strong organizational and time-management skills, with the ability to juggle multiple tasks and priorities.
- Excellent verbal and written communication skills.
- Proficiency with Microsoft Office (Outlook, Word, Excel) and comfort learning new systems and tools.
- Ability to handle confidential information with discretion and sound judgment.
Other Qualifications
- Experience providing executive or senior-level administrative support.
- Experience in a fast-paced, customer-facing office or campus environment.
- Familiarity with mailroom, shipping, or centralized operations functions.
- Demonstrated ability to work both independently and collaboratively in a team-oriented environment.
Work Environment and Physical Requirements
- Office-based role with significant front desk and reception responsibilities.
- Regular movement throughout office and campus spaces.
- Ability to lift and transport supplies or packages (generally up to 25 lbs).
- Periods of standing, walking, bending, and working at a reception desk.
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!
The Wisconsin Foundation and Alumni Association is an Equal Opportunity Employer *The Wisconsin Foundation and Alumni Association (advanceuw.org) is the “doing business as” name of the merged organization comprising the University of Wisconsin Foundation (supportuw.org) and the Wisconsin Alumni Association (uwalumni.com). Its legal corporate name is registered as the University of Wisconsin Foundation.
