Customer Relations Representative

Customer Relations Representative

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 a diverse 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.

The Customer Relations Department is the direct connection between City Bar members, customers and prospects and the broad array of membership benefits, programs (including Continuing Legal Education-CLE), events, and other services. The Department aims to exceed customer expectations by responding to all member/customer visits, calls, emails, and requests in an expeditious, accurate, courteous and professional manner. The goal of the Customer Relations Department is to deliver outstanding customer service to our members, customers, faculty and guests.

This role serves as the direct connection between City Bar members, customers and prospects and the broad array of membership benefits, CLE programs, events, and other services. This role is responsible for delivering prompt, accurate, and professional customer service while supporting administrative operations for Judiciary meetings and the Small Law Firm Center (SLFC) operations. This includes managing correspondence, coordinating meetings, and performing data processing to ensure efficient workflows.

Areas of responsibility include, but are not limited to:

• Deliver exceptional customer service to members and customers
• Manage a high volume of calls, emails, and in-person inquiries
• Provide in-take of membership requests, virtual law firm applications and registrations for programs and events by phone, fax, in-person visits, or email.
• Maintain a strong understanding of membership benefits, policies, qualifications and various categories, MCLE requirements, CLE programs, CLE policies.
• Respond to customer service inquiries accurately and in a timely manner.
• Conduct outbound member welcome calls to new members.
• Monitor and respond promptly to messages/emails left on membership and CLE voicemail/email boxes.
• Provide in person, phone and virtual support for CLE programs and membership/Association events as required.
• Promote membership, CLE programs, other events and services where appropriate.

Data Entry:

• Accurately enter membership applications, event registrations, CLE programs and audio/visual purchases into IMIS.
• Maintain Small Law Firm Center (SLFC) room requests and related service records.
• Track marketing codes and ethics hotline referrals.
• Process credit card, check payments, refunds and cancellations for membership, events, SLFC & live programs. Follow-up on rejected credit cards as required.

Administrative:

• Provide administrative support, including filing, photocopying and updating program materials.
• Support operations for Small Law Firm Center.
• Perform other duties as assigned.

Qualifications, Skills and Requirements:

• Associate's level degree or higher, or equivalent experience.
• At least 1 year of experience in a customer service environment.
• Excellent interpersonal, communication, problem solving and organizational skills.
• Strong computer skills, with knowledge of Microsoft Office, iMIS and Nimble a plus.
• Excellent communication skills, both verbal and written.
• Ability to perform effectively in a fast-paced, high-pressure environment

Candidates must be authorized to work in the United States. We are not able to sponsor visas for this position. This position will have a hybrid work schedule and the employee's flexibility is required for the days scheduled to be in the office (generally 3 days each week). In-person attendance is required for certain events and meetings, with advance notice. General work hours are Monday-Friday 9AM-5PM, with flexibility to work evenings and early mornings as needed for programs. The hybrid schedule is subject to review and revision based on the departmental needs. The annualized salary for this role is in the $48,000 to $50,000 range based on a 35-hour work week, plus additional pay for hours worked over 35 each week. We provide a competitive benefits package including generous paid time off (vacation, personal, sick time, holidays including office closure during the last week of the calendar year through New Year's Day, day off for volunteer work, extra time off in summer), choice of medical plans (some offered at almost no charge to the employee), dental, vision, eligible for 401K when employment begins (with discretionary employer match up to 3% after 1 year), life insurance, commuter benefits program, Employee Assistance Program, short-term/long-term disability insurance, free New York City Bar Association membership and CLE programs, employee discounts, and more!