Support Concierge

This is a student employment position. Applicants must be currently enrolled at Highlands College to be eligible.

Summary of Responsibilities: 

The Support Concierge serves as a central support resource for students, families, and guests, providing timely, accurate, and compassionate assistance across multiple communication channels. This role is responsible for responding to questions, resolving concerns, and guiding students and families through campus processes in a clear and supportive manner. By combining strong customer service skills with a student-centered approach, the Concierge serves as a liaison between students, families, and guests to help reduce barriers, increase understanding of campus resources, and ensure students and parents feel confident, supported, and connected to the College.  

Specific Duties and Responsibilities: 

• Serve as the primary support resource for students, families, and guests by providing timely, accurate, and compassionate assistance at the Campus Concierge desk.  

• Assist students, families, and guests with general questions related to campus processes, services, deadlines, and resources, clarifying next steps and expectations.  

• Serve as a liaison between students and HC teammates by identifying needs and routing inquiries to appropriate teams when specialized support is required.  

• Communicate complex information in a clear, approachable, and student-friendly manner.  

• Demonstrate empathy, patience, and professionalism when supporting students and families who may be experiencing stress, confusion, or time-sensitive concerns. 

Institutional and Operational Excellence: 

• Maintain strong proficiency in campus technology systems and digital tools, including the ability to assist students and families with submitting tickets, completing digital request forms, and navigating online platforms.  

• Respond promptly to student and family inquiries received in person, by approved communication mediums, ensuring a consistent and supportive experience across all communication channels.  

• Manage, track, and resolve support tickets, ensuring issues are addressed efficiently and that students and families receive clear follow-up and resolution.  

• Maintain accurate documentation of student, family, and guest interactions to support continuity of service and institutional awareness. 

Other Duties: 

• Affirm and uphold the Statement of Faith and the Core Values and DNA of the College, exemplifying all by word and lifestyle.  

Qualifications 

Personal Characteristics: 

• Warm, welcoming, and approachable demeanor that helps students, families, and guests feel comfortable seeking assistance.   

• A strong sense of empathy and a genuine desire to help others.  

• Professional, dependable, and composed under pressure.   

• Adaptable and open to learning new systems, processes, and information.  

• Commitment to the mission, vision, and values of Highlands College. 

Essential Traits: 

• Excellent analytical, organizational, and communication skills. 

• Clear communicator.  

• Customer service.  

• Driven to pursue excellence.  

• Attention to detail.  

• Reliable and self-motivated.  

• Teachable with a growth mindset.
   

 Abilities & Skills: 

• Communication Skills – Ability to communicate clearly, professionally, and courteously in person, by phone, and in writing, ensuring accurate information and a welcoming experience for all guests. 

• Technology Platform Proficiency – Working proficiency in standard office technology and communication systems, with the ability to navigate and utilize digital platforms efficiently and accurately.  

• Customer Service – Demonstrate commitment to delivering attentive, responsive, and solution-oriented service that reflects professionalism and hospitality. 

• Administration Skills – Strong organizational and coordination abilities, including scheduling support, effective management of hub processes and accurate record-keeping. 

Education and Experience: 

• Current Highlands College Undergraduate Student, Rising Sophomore, Junior, or Senior. 

Extent of Public Contact: 

• High  

Physical Demands: 

• Moderate exposure to physical risk.