A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

This multi-faceted role combines front-line customer support and sales with behind-the-scenes analytical reporting, customer communications development, and administrative support. 

This position provides exceptional customer service across multiple channels (i.e., phone, email) while maintaining accurate customer records in our CRM system. It supports data-driven marketing and sales initiatives by generating and analyzing reports, tracking performance metrics, and identifying trends. Excellent writing abilities are essential for crafting clear, accurate customer communications and marketing content. 

This hybrid position allows remote work several days a week with required on-site work in Ann Arbor, Michigan, plus occasional travel throughout southeastern Michigan.

Founded in 1859, Michigan Law School is one of the world's leading institutions of legal education and enjoys a reputation for academic excellence. Michigan is consistently ranked among the top law schools in the nation, and enjoys international renown for its intellectual rigor, stunning physical surroundings, preeminent faculty scholarship, and a community noted for collegiality and warmth. Michigan Law has an exceptional and cooperative community of talented and interesting students, with 1000 in the JD and 40 in the LLM program.  Our graduates serve with distinction in the private, public, non-profit, and academic sectors, in large numbers in every major market in the nation, as well as internationally. The University of Michigan is located in Ann Arbor, Michigan, which is considered among the best places in the United States to live and work.

Reporting, Data Analysis, and Administrative Support (40%)

• Generate and compile reports regarding marketing and sales campaigns and customer retention, engagement, trends, and demographics
• Track progress against department goals
• Analyze results, provide basic written summaries, and identify opportunities for improvement 
• Coordinate logistics for marketing, sales, and customer research initiatives 
• Maintain well-organized digital libraries of reports and marketing assets 
• Provide general administrative support to the department 

Customer Support (30%) 

• Provide timely and professional customer support across phone, email, and other channels
• Handle sales transactions and maintain customer records in our CRM system
• Respond to product inquiries and direct complex questions to appropriate staff 
• Document and resolve customer issues 
• Continually build knowledge of ICLE's products, services, and customers
• Work collaboratively with ICLE staff to facilitate a seamless customer experience

Customer and Marketing Communications (25%) 

• Write clear and accurate customer communications including FAQs and email templates
• Write internal talking points and other internal support materials to ensure consistent messaging regarding special offers, products, and more 
• Assist in creating content marketing assets, using generative AI tools when appropriate 

Additional Responsibilities (5%)

• Participate in cross-functional teams and special projects 
• Support on-site customer experience and marketing efforts at ICLE events and trainings

• Bachelor's degree in marketing, communications, business, or related field
• 1-2 years of experience in marketing, communications, sales, or customer relations
• Excellent written and verbal communication skills with experience speaking with the public
• Strong analytical skills with the ability to translate data into actionable recommendations
• Meticulous attention to detail, excellent organizational skills, and ability to manage multiple projects simultaneously
• Customer-first mindset and strong interpersonal skills 
• Proficiency with Microsoft Office suite (Excel, Word, PowerPoint, Outlook)
• Proven track record of reliability and punctuality
• Successful completion of ICLE's work sample assessment (details provided during interview process)

• Experience with generative AI platforms such as OpenAI or Claude
• Experience with Adobe Creative Suite
• Familiarity with CRM software

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Job openings are posted for a minimum of seven calendar days.  The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.

The University of Michigan is an equal employment opportunity employer.