Front Desk/Student Services Associate

Rochester, NY


Position Summary:

With minimal supervision, the ECMS Student Services Associate serves as the Rochester (external) and Eastman (internal) community’s first critical contact for Eastman Community Music School (ECMS) programs (both school year and Summer Session (SS) programs), requiring a complete and detailed knowledge of all ECMS and SS programs. This position directly responds to, resolves and/or escalates customer questions and concerns via phone, email, and in person; Coordinates all ECMS and SS registrations, including the registration process for 250 Early Childhood students, 60 Pathways high school scholarship recipients, and approximately 2000 other students annually; Provides general office support, such as scheduling appointments, processing mail, and ordering supplies. Responsible for considerable departmental administrative details and duties consistent with Eastman policies, procedures and practices.


Reception/Customer Service

Represents the ECMS/SS through critical first contact with customers by phone, e-mail, and in person, maintaining a thorough knowledge of ECMS/SS policies and procedures that facilitate addressing approximately 75% of requests without further:

  • Addresses individual needs of students, parents, and faculty that will ensure satisfaction and proper resolution through critical thinking & problem-solving skills.

  • Act as a friendly and helpful representative for ECMS, giving all faculty and community members a positive experience with the school.

  • Responds to information and service requests from ECMS faculty and other Eastman departments.

Administrative Duties and Faculty Support

Provides general administrative support to ECMS/SS associate dean, managers, staff, and faculty.

  • Maintains ECMS bulletin boards.

  • Processes incoming and outgoing mail; help coordinate major mailings.

  • Orders supplies when needed and manage service requests for office equipment (fax, ID printer/laminator, copier).

  • Routes inquiries about complex registration, academic or managerial issues.

  • Assists with processing of SS, Early Childhood, and Pathways materials and in preparing for student orientations and other special events.

  • Files student records.

  • Attends various ECMS and SS meetings of faculty, steering committees, or summer planning groups.

  • Books studios for the entire academic year using EMS and work with faculty to process new requests throughout the year.

  • Keeps track of keys signed in/out and order keys for studios/rehearsal spaces when needed.

Juries & Exams

Provide and manage jury materials and assist with scheduling for general juries/exams and Honors juries.

  • Manages Honors juries’ and recital scheduling and materials in collaboration with the Associate Dean. Creates sign-up, both on paper and online.

  • Coordinates spring exams/juries with faculty chairs; provide specifically organized materials in a timely manner to jurors; pull history from student files.

  • Records jury/exam results in student records for transcripts; track potential Honors candidates, Pathways levels, and level 6’s.

  • Copy and distribute all exam/jury sheets to faculty.

Promotes ECMS Offerings & Courses

Promotes and provides information on ECMS offerings & course content through in-person, phone, email and on-line by doing the following:

  • Serves as a resource to faculty and customers on academic program details (course content & diploma requirements) for ECMS and SS programs.

  • Promotes ECMS and SS programs, courses, ensembles, and teachers to parents and potential students.

  • Provides and explain resources such as catalogues, forms, brochures, and other information, both on paper and online.

  • Informs callers and visitors on school/program offerings.

Event and Media Coordination Assistance to other ECMS staff & faculty

  • Coordinates scheduling, programming, and special needs for ECMS Honors recitals.

  • Formats & prints program documents for all ECMS performances, including recitals, Eastman at Washington Square series, and ECMS Summer concerts, by proofreading, reviewing spelling and formatting.

  • Records performance details in UR Student and in Pathways tracking spreadsheets, and teacher participation spreadsheets.

  • Assists with other special events, such as Pathways orientations, graduation, Winterfest, and Spring-Fest.

  • Assists in preparing, formatting, and proofreading ECMS newsletters and other communication.

Diploma Program Progress Reporting

  • Communicates pre-established criteria to students, parents, and faculty about required components for three different types of diplomas

  • Tracks Diploma candidates progress throughout the program, contact private teacher with any questions or concerns

  • Coordinates Honors Juries for candidates & planning of annual Commencement ceremony

Summer Program Assistance

  • Assists Summer Program Coordinator with residential and non-residential camps

  • Processes registration forms and payments, answer general questions, and create needed materials for camp directors

Registration and Billing

  • As first contact for ECMS/SS customers, initiates course registration and billing processes for about 2000 students a year.

  • Resolves simple to moderately complex registration and billing issues, using thorough knowledge of UR Student and registration/billing procedures.

  • Coordinates Early Childhood program registration process 3 times a year, including preparation of promotional materials, scanning registration forms, and alphabetizing all incoming forms.

  • Routes new and renewal application forms for academic year, SS, Early Childhood, and Pathways programs to the appropriate staff member; help applicants complete forms properly. Double check all forms for complete information.

  • Assists students, parents and faculty with registration and billing issues, using thorough knowledge of UR Student and ECMS policies and procedures to obtain and explain student information.

  • Processes or routes walk-in and mailed payments by cash, check, and credit card.

  • Alerts ECMS Registrar/Bursar or Associate Dean of complex problems requiring his or her attention.

ID Card Coordination

  • Process all new and replacement ID requests for ECMS Students/Faculty and certain U of R community members.

  • Serve as a liaison to ESM Facilities Office and UR ID Office regarding student IDs and access.

  • Coordinate w/ UR ID Office for ESM Alumni, Contractors & tenants.

  • Take ID photos and send for processing to URMC ID office.

  • Responsible for tracking and collecting old IDs and replacement card fees.

Other duties as assigned


  • Two years post-HS education and minimum of two years’ experience, or equivalent combination. Background and/or degree in music performance and/or arts management strongly preferred.

  • Familiarity with computerized registration and billing systems, preferably Workday.

  • Excellent written and oral communication skills, customer service abilities, and critical thinking/problem solving skills. Prioritization skills are key. Highly organized self-starter capable of working under minimal supervision. Ability to multi-task in a fast-paced work environment with a wide variety of customers from young children through adults. Attention to detail and sensitivity towards confidential information. Proficiency with word processing, spreadsheet, database, and publishing programs.

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.

How To Apply

All applicants must apply online.

EOE Minorities/Females/Protected Veterans/Disabled

Pay Range

Pay Range: $ 15.38 - $ 21.54 Hourly

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Location: Eastman School Music
Full/Part Time: Full-Time
Opening: Full Time 40 hours Grade 007