Campus Concierge

High Point University Office of Communication is seeking a Campus Concierge. This position provides HPU students, faculty, staff, and families with first-class customer service and assists in finding solutions to issues of any kind, prioritizing parents and families. Campus Concierge strives to model the value of service. Our goal is to improve the daily lives of the HPU family by providing a single source of knowledge for all campus and community information. The Campus Concierge team requires strong customer service, writing, problem-solving and interpersonal communication. This position represents HPU as the first point of contact for all parent and family phone calls, emails, university events, and questions related to the university. Available Nights and Weekends, Hours vary from 8am-10pm 7 days a week. This position can oversee 40-60 part-time staff as the manager-on-duty which includes hiring, firing, training, approving time in Workday, and providing coaching and feedback.

QUALIFICATIONS:

Education

• Bachelor’s degree preferred in English, Communications, or related field.

Experience and Training

• 2 years of customer service in a business with a reputation for first class customer service

• Proficient with Facebook and other social media platforms

• 1 year of experience in content writing

• Preferred experience with retail, service industry, or public relations

Knowledge, Skills, Ability:

• Ability to provide unmatched customer service to HPU families, students, faculty, and staff

• Ability to communicate in a positive manner

• Ability to execute multiple job functions

• Ability to focus on details and prioritize

• Will require work on weekends and some evenings

• Proficiency with Microsoft products and willingness to learn various computer programs

• Proficiency in technology and quick to learn new software

• Proficiency with communicating on social media with clear, succinct writing skills

• Strong communication skills

ESSENTIAL FUNCTIONS:  

• Provides extraordinary customer service assisting the HPU family in finding timely solutions to issues of any kind

• Oversees graduate assistants and student employees to deliver the HPU experience through various mediums including face-to-face, phone calls, emails, app updates, website updates and social media while enhancing the opinion and advocacy of the university

• Oversees public relations on parent social media platforms including Facebook and Instagram exercising independent judgment and discretion over important public responses and decisions sometimes without reporting to supervisor

• Collaborates with various departments to ensure a positive and quick resolution to issues and concerns of parents and families

• Oversees 40-60 part-time staff as the manager-on-duty which includes hiring, firing, training, approving time in Workday, and providing coaching and feedback.

• Performs office and non-manual work directly related to university operations and its customers including but not limited to data entry and customer service interaction recording and reviewing, invoice processing, purchasing, and print material mailings

• Maintains processes and standards specific to any of the Concierge desks located throughout campus.

• Manage concierge desks as managers on duty

• Reviews scheduling and payroll for all Student Concierge Workers

• Implements Airport Transportation Program

• Maintains positive work atmosphere by acting and communicating effectively.

• Requires a self-starter working independently with strong interpersonal skills

• Other duties as assigned

ACCOUNTABILITY:

• Delivers first-class customer service to the HPU family

• Represents the HPU experience and brand as the first point of contact

• Monitors and responds as HPU Concierge Connector on HPU Facebook pages in a consistent voice and tone to represent the university

For more information about this position, please contact Brennan Bode, Chief Campus Concierge at

bbode@highpoint.edu