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.
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
