Support Concierge

Highlands College; Birmingham (AL); On-site; USD 17,000 - 22,000; Part time

Job summary

Highlands College in Birmingham, AL is seeking a part-time Student Support Concierge who is currently enrolled. You will serve as a central resource for students, families, and guests, delivering timely, accurate, and compassionate assistance across channels.

You will respond to questions, guide students through campus processes, and route inquiries to the right teams, helping reduce barriers and ensure a connected, supported campus experience.

Qualifications

• Must be currently enrolled at Highlands College.
• Ability to communicate clearly across in-person, phone, and email channels.
• Strong customer service orientation with empathetic, student-centered approach.
• Comfort with navigating campus systems and processes.

Responsibilities

• Serve as the primary support resource for students, families, and guests at the Campus Concierge desk.
• Assist with general questions about campus processes, services, deadlines, and resources; clarify next steps.
• Route inquiries to appropriate teams when specialized support is needed.
• Communicate complex information in a clear, approachable way.
• Maintain accurate documentation of interactions and follow up on tickets.

Skills

Communication Skills

Technology Platform Proficiency

Customer Service

Administration Skills

Education

Current Highlands College Undergraduate Student

Job description

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 astheprimary support resource for students, families, and guestsby providingtimely,accurate, and compassionateassistanceat the Campus Concierge desk.
• Assiststudents, families, and guestswithgeneral questionsrelated to campus processes, services, deadlines, and resources, clarifying next steps and expectations.
• Serveas aliaisonbetween students andHC teammatesbyidentifyingneeds and routing inquiries to appropriateteamswhen specialized support isrequired.
• Communicate complex information in a clear, approachable, and student-friendly manner.
• Demonstrate empathy, patience, and professionalism when supporting students andfamilieswho may be experiencing stress, confusion, or time-sensitive concerns.

Institutional and Operational Excellence

• Maintain strongproficiencyin campus technology systems and digital tools, including the ability toassiststudents and families withsubmittingtickets, completing digitalrequestforms,and navigating online platforms.
• Respond promptly to student andfamilyinquiries received in person, byapproved 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.
• Maintainaccuratedocumentation of student, family, and guestinteractions 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 seekingassistance.
• A strong senseof empathy and a genuine desire to help others.
• Professional, dependable, and composed under pressure.
• Adaptableand open to learning new systems, processes, andinformation.
• Commitment to the mission, vision, and values of Highlands College.

Essential Traits

• Excellent analytical, organizational, and communication skills.
• Clearcommunicator.
• Customerservice.
• Driven to pursue excellence.
• Attention todetail.
• Reliable and self-motivated.
• Teachable with a growth mindset.

Abilities & Skills

• Communication Skills– Ability to communicate clearly, professionally,andcourteouslyin person, by phone, and in writing, ensuringaccurateinformation and a welcoming experience for all guests.
• Technology Platform Proficiency– Workingproficiencyin standard officetechnology and communication systems, with the ability to navigate andutilize 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.