Customer Relations Representative/Web Program Coordinator

FSLA Status:  Non-Exempt

The New York City Bar Association (City Bar), founded in 1870, is a voluntary association of lawyers and law students. The City Bar’s mission is to equip and mobilize the legal profession to practice with excellence, promote reform of the law, and uphold the rule of law and access to justice in support of a fair society and the public interest in our community, our nation, and throughout the world.

Job Function: Liaison between City Bar members, customers and prospects and the broad array of membership benefits, CLE programs, events, and other services. Communicate clearly and respond to all member/customer visits, calls, emails and requests in an expeditious, accurate, courteous and professional manner. Deliver outstanding customer service to our members, customers, faculty and guests. Serve as the primary administrative and technical support contact for online CLE programs, working closely with the Associate Director of Customer Relations to ensure that all program needs, technical and logistical components are in place to ensure that programs are executed seamlessly.

Responsibilities include, but are not limited to, the following:

  • Create value for the City Bar members and customers by providing exceptional customer service.
  • Handle heavy volume of customer service calls and emails.
  • Identify and access customer’s needs to achieve satisfaction and build relationships.
  • Attract potential members by proactively suggesting information about our benefits, services and products.
  • Provide intake of membership requests, small law firm transactions, CLE and event registrations by phone, in-person, or email.
  • Understand membership benefits, policies, qualifications and its various categories, MCLE requirements and CLE policies.
  • Provide support at CLE programs and membership events as required.
  • Accurately process credit card and check payments, refunds and cancellations for membership, programs and events.
  • Set up, configure and handle modifications to online programs using software applications and data bases.
  • In conjunction with ITS and the department head, provide internal and external technical support to ensure the high performance, integrity and reliability of online programs.
  • Assist with generating online usage reports, polls, and surveys, tracking attendance, and providing certificates of attendance to attorneys for accredited states.
  • Maintain effective communication with all online web partners.
  • Create, maintain and send program documents to online web partners for live webcast/webinars and on-demand programs. Upload program documents for live webcast/webinar and on-demand programs.
  • Track and maintain accurate monthly accreditation reports for live webcast and on-demand programs.

Qualifications/Skills/Requirements:

  • Associate level degree or higher, or equivalent experience
  • Minimum 1 year experience in a customer service environment
  • High level of emotional intelligence, collaborative style, and proven team player
  • Excellent oral and written communication skills
  • High attention to detail, able to effectively multi-task, adhere to deadlines, solid judgment
  • Self-motivated and able to assume responsibility and work autonomously in a professional manner; results-oriented
  • Strong computer skills including Microsoft Office Suite and database experience; willing to embrace new technology
  • Experience with iMIS, Freestone, HTML, Remo a plus, but not mandatory. We are willing to offer training to a capable new hire.
  • Ability to work both as part of a team and independently
  • Flexible to work prior to or after general work hours when needed for events

Candidates must be authorized to work in the United States. We are not able to sponsor visas for this position.

 

The City Bar currently offers a hybrid work environment consistent with public health guidelines. Candidates for this position will be expected to work in our offices located in the City Bar building in midtown Manhattan part of the time and to work remotely part of the time. The hybrid schedule is new and will remain subject to review and revision with the possibility of returning back to the office full-time in the future. The City Bar requires all employees and visitors/members to be fully vaccinated against COVID-19 prior to entering our building. Additional information about this policy is available via Human Resources.

Starting salary for this position is in the mid $40’s on an annual basis (general work week is 35 hours). The New York City Bar Association provides a competitive benefits package, including generous paid time off, choice of medical plans (some offered at no cost to the employee), dental, vision, 401K, life insurance, commuter benefits, Employee Assistance Program, and employee discounts, among others.

To apply: Please send a cover letter explaining your interest along with your resume, click here to apply.

 We actively seek a diverse applicant pool and encourage candidates of all backgrounds to apply. We welcome all kinds of diversity. It is the policy of the NYC Bar to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, age, national origin, alienage or citizenship status, gender (including gender identity and sexual harassment), sexual orientation, disability, arrest or conviction record, pregnancy, credit history, salary history, caregiver status, marital status, partnership status, or status as a victim of domestic violence, stalking and sex offenses, religion, sex, genetic information, military status, unemployment status or any other characteristic as protected by law. The NYC Bar prohibits and will not tolerate any such discrimination or harassment. With regard to the Americans with Disabilities Act and other related laws, we will endeavor to make reasonable accommodations for persons due to their religious beliefs; disability; pregnancy, childbirth or related medical condition; or because the individual was a victim of domestic violence, sexual violence or stalking.