Student Services Associate

University of Rochester•City of Rochester, NY

17h•$19 - $26•Onsite

About The Position

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive. Responsibilities: With minimal supervision, the ECMS Student Services Associate serves as the Rochester (external) and Eastman (internal) community’s first critical contact for all Eastman Community Music School (ECMS) 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. ESSENTIAL FUNCTIONS Reception/Customer Service: Represents the ECMS through critical first contact with customers by phone, e-mail, and in person, maintaining a thorough knowledge of ECMS/SS policies and procedures. 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 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 associate dean, staff, and faculty. Maintains ECMS bulletin boards and kiosks. 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 registrations, Early Childhood, and Pathways materials and in preparing for student orientations and other special events. Files student records. Attends ECMS regular office meetings and Full Faculty meetings. 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. ECMS Offerings & Courses Promotion: 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: Assist with scheduling, programming, and special needs for ECMS Honors recitals. Assist with formatting & printing 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 program needs Helps 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. Assists with coordination of Early Childhood program registration process 3 times a year. Regularly reviews Slate for registrations status and alerts ECMS Registrar/Bursar or Associate Dean of complex problems requiring their attention. 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 and check. Assists in person customers with online payment questions. 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.

Requirements

Post-high school education and minimum of two years’ experience, or equivalent combination required
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

Nice To Haves

Two years post-HS education, background and/or degree in music performance and/or arts management strongly preferred.
Familiarity with computerized registration and billing systems, preferably Workday required.

Responsibilities

Responds to, resolves and/or escalates customer questions and concerns via phone, email, and in person
Coordinates all ECMS and SS registrations
Provides general office support, such as scheduling appointments, processing mail, and ordering supplies
Represents the ECMS through critical first contact with customers by phone, e-mail, and in person, maintaining a thorough knowledge of ECMS/SS policies and procedures
Addresses individual needs of students, parents, and faculty that will ensure satisfaction and proper resolution through critical thinking & problem-solving skills
Provides general administrative support to ECMS associate dean, staff, and faculty
Maintains ECMS bulletin boards and kiosks
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 registrations, Early Childhood, and Pathways materials and in preparing for student orientations and other special events
Files student records
Attends ECMS regular office meetings and Full Faculty meetings
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
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 and provides information on ECMS offerings & course content through in-person, phone, email and on-line
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
Assist with scheduling, programming, and special needs for ECMS Honors recitals
Assist with formatting & printing 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
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
Assists Summer Program Coordinator with program needs
Helps processes registration forms and payments, answer general questions, and create needed materials for camp directors
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
Assists with coordination of Early Childhood program registration process 3 times a year
Regularly reviews Slate for registrations status and alerts ECMS Registrar/Bursar or Associate Dean of complex problems requiring their attention
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 and check
Assists in person customers with online payment questions
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