Student Support Concierge

TITLE: Student Support Concierge DEPARTMENT: KYSU Global REPORTS TO: Student Support Concierge Manager CLASSIFICATION: Staff-12 months EFFECTIVE DATE: TBD STANDARD WORK HOURS: 37.5 hours per week LOCATION : Online/Remote EMPLOYMENT STATUS: Full-Time EMPLOYMENT CLASSIFICATION: Exempt JOB SUMMARY: The Student Support Concierge serves as a primary point of contact for online students, providing personalized support, academic guidance, and resource coordination throughout the student lifecycle. The position is responsible for assisting students with enrollment and registration processes, monitoring academic progress, connecting students with appropriate university resources, and promoting student persistence and success. Through proactive communication and relationship building, the Student Support Concierge helps ensure students remain engaged and supported while pursuing their educational goals in an online learning environment. ESSENTIAL JOB FUNCTIONS: Serve as the primary student support contact for assigned online students throughout their academic experience. Build positive and supportive relationships with students through regular outreach via phone, email, video conferencing, and other communication platforms. Assist students with course registration processes, registration requirements, and enrollment-related questions. Provide academic advisement regarding course selection, degree progression, academic policies, and available educational opportunities within established institutional guidelines. Monitor student academic performance, engagement, and progress toward degree completion, identifying students who may benefit from additional support or intervention. Proactively communicate with students experiencing academic, personal, or administrative challenges and connect them with appropriate university resources. Refer students to campus offices and support services, including Financial Aid, Registrar, Student Accounts, Academic Support Services, Disability Services, Counseling, Career Services, and other institutional resources as appropriate. Maintain accurate, timely, and confidential student records in accordance with university policies and applicable federal and state regulations, including FERPA. Document all student interactions and maintain detailed case notes using designated student information systems and customer relationship management platforms. Respond promptly and professionally to student inquiries while maintaining a high standard of customer service. Collaborate with faculty, academic departments, and university offices to resolve student concerns and improve the student experience. Communicate trends, concerns, and recommendations to the Student Support Concierge Manager to support continuous improvement of student services. Participate in training, professional development activities, departmental meetings, and university initiatives. Support student retention, persistence, and graduation efforts through consistent engagement and individualized support. Maintain knowledge of university policies, academic programs, student services, and online learning resources. Perform other duties as assigned. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: Knowledge of student services, academic advising principles, and higher education practices. Knowledge of FERPA and the importance of maintaining student confidentiality. Excellent verbal, written, and interpersonal communication skills. Strong customer service and relationship-building abilities. Ability to communicate effectively with diverse student populations through multiple communication methods. Ability to manage multiple priorities while maintaining attention to detail and accuracy. Strong organizational, problem-solving, and time management skills. Ability to work independently while collaborating effectively with faculty, staff, and university partners. Ability to analyze student needs and recommend appropriate resources and solutions. Proficiency with Microsoft Office Suite, virtual communication platforms, student information systems, customer relationship management software, and other technology used to support online student success. Ability to adapt to changing priorities and maintain professionalism in a fast-paced environment. SUPERVISORY RESPONSIBILITY: This position does not have supervisory responsibility. OTHER DUTIES: This job description is intended to describe the general nature and level of work performed by an employee assigned to this position. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Kentucky State University reserves the right to revise or assign additional duties as operational needs require. QUALIFICATIONS: MINIMUM QUALIFICATIONS Bachelor's degree from an accredited college or university. One (1) year of experience in customer service, student services, academic advising, higher education, or a related field. An equivalent combination of education and directly related experience may be considered. Experience working with diverse populations and providing high-quality customer service is preferred. PREFERRED QUALIFICATIONS Experience supporting online or adult learners in a higher education environment. Experience using student information systems, customer relationship management software, or case management platforms. Experience providing academic advising or student success coaching. Licensing and Certifications: NA WORKING CONDITIONS: This position is designated as remote and requires a dedicated workspace with reliable internet connectivity sufficient to perform assigned duties. Work is primarily performed in an office or home-office environment using computers and standard office equipment. Occasional travel to campus or other university locations for meetings, training, or university events may be required. PHYSICAL REQUIREMENTS Ability to remain seated for extended periods while using a computer. Ability to communicate effectively by telephone, video conferencing, email, and other electronic communication methods. Ability to operate standard office equipment. Ability to occasionally lift and carry up to 20 pounds. Ability to perform repetitive hand and wrist movements associated with computer use. Applicants must be authorized to work for any employer in the United States. At this time, Kentucky State University is unable to sponsor or take over sponsorship of an employment visa Internal candidates are encouraged to apply. KENTUCKY STATE UNIVERSITY is an Equal Opportunity Employer The functions, qualifications, knowledge/skills, and physical requirements listed in this job description represent the essential duties of the job, which the incumbent must be able to perform either with or without reasonable accommodation. The Job Functions listed do not necessarily include all activities that the individual may perform.