Programs Associate / Customer Relations Representative
NYC Bar Association, New York, NY, United States
Position
Programs Associate / Customer Relations Representative
Department Customer Relations and Programs
Reports to Director, Customer Relations
About the City Bar 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.
Departmental Functions (hybrid role) 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 Department goal is to deliver outstanding customer service to our members, customers, faculty and guests. The
Programs
Department offers various types of programs for attorneys to update and continue their education in the law and earn required CLE credit, including approximately 130 discrete live programs, live webcasts, and online/on‑demand programs, accredited in New York, California, New Jersey and Pennsylvania. This role serves as the primary administrative and technical support contact for online programs, working closely with the Director of Customer Relations to ensure all program needs, technical and logistical components are in place and programs execute seamlessly.
Responsibilities
Set up, configure and handle modifications to in‑person and online programs using software applications and databases.
Assist with upgrades, training, and provide internal and external technical support to ensure high performance, integrity and reliability of online programs.
Generate online usage reports, polls and surveys, track attendance, and provide certificates of attendance for attorneys in 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.
Track and maintain accurate monthly accreditation reports for live webcast and on‑demand programs; assist with monthly and annual CLE reports.
Provide exceptional customer service, handling a heavy volume of calls and emails.
Identify and access customer needs to achieve satisfaction and build relationships.
Proactively attract potential members by suggesting information about benefits, services and products.
Provide intake of membership requests, small law firm transactions, CLE, other programs and event registrations by phone, visit, or email.
Understand membership benefits, policies, qualifications and categories, MCLE requirements and CLE policies.
Oversee day‑to‑day in‑person and online program operations and provide logistical and operational support during programs and events.
Accurately process credit card and check payments, refunds and cancellations for membership, programs and events.
Qualifications, Skills and Requirements
Associate level degree or higher, or equivalent experience.
Minimum 2 years of experience in a customer service environment and/or administrative experience.
Can work collaboratively as part of a team as well as independently; team player.
Excellent verbal and written communication skills.
High attention to detail, adherence to deadlines, strong judgment.
Ability to manage multiple projects and meet deadlines.
Self‑motivated and able to assume responsibility and work autonomously in a professional and results‑oriented manner.
Ability and desire to provide excellent customer service.
Strong computer skills including Microsoft Office Suite; willing to embrace new technology.
Experience with iMIS, Freestone, HTML is a plus.
Flexibility to work evening hours and early mornings when needed for programs held before and after general work hours.
Candidate Requirements for Work Authorization Candidates must be authorized to work in the United States. We are not able to sponsor visas for this position.
Work Schedule This position has a hybrid work schedule requiring employee flexibility. In‑person attendance is required for certain events and meetings with advance notice. The hybrid schedule is subject to review and revision based on departmental needs.
Salary and Benefits Starting salary for this role is $52,000–$54,000 based on a 35‑hour work week (based on experience), plus additional pay for overtime. Benefits include generous paid time off (vacation, personal, sick, holidays, volunteer days, summer time off), choice of medical plans (some offered at almost no charge to employee), dental, vision, 401(k), life insurance, commuter benefits, Employee Assistance Program, short‑term/long‑term disability insurance, employee discounts, and more.
How to Apply To apply: It is suggested that qualified applicants include a cover letter to explain why they are interested in the position, but it is not required to apply.
References Note: A minimum of three professional references will be required later in the process for candidates being given serious consideration.
Equal Employment Opportunity Statement We actively seek a diverse applicant pool and encourage candidates of all backgrounds and unique experiences to apply. We welcome diversity of all kinds. It is the policy of the Organization to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, age, national origin, alienage or citizenship status, gender, 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. With regard to the Americans with Disabilities Act and other related laws, the City Bar 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.
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Department Customer Relations and Programs
Reports to Director, Customer Relations
About the City Bar 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.
Departmental Functions (hybrid role) 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 Department goal is to deliver outstanding customer service to our members, customers, faculty and guests. The
Programs
Department offers various types of programs for attorneys to update and continue their education in the law and earn required CLE credit, including approximately 130 discrete live programs, live webcasts, and online/on‑demand programs, accredited in New York, California, New Jersey and Pennsylvania. This role serves as the primary administrative and technical support contact for online programs, working closely with the Director of Customer Relations to ensure all program needs, technical and logistical components are in place and programs execute seamlessly.
Responsibilities
Set up, configure and handle modifications to in‑person and online programs using software applications and databases.
Assist with upgrades, training, and provide internal and external technical support to ensure high performance, integrity and reliability of online programs.
Generate online usage reports, polls and surveys, track attendance, and provide certificates of attendance for attorneys in 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.
Track and maintain accurate monthly accreditation reports for live webcast and on‑demand programs; assist with monthly and annual CLE reports.
Provide exceptional customer service, handling a heavy volume of calls and emails.
Identify and access customer needs to achieve satisfaction and build relationships.
Proactively attract potential members by suggesting information about benefits, services and products.
Provide intake of membership requests, small law firm transactions, CLE, other programs and event registrations by phone, visit, or email.
Understand membership benefits, policies, qualifications and categories, MCLE requirements and CLE policies.
Oversee day‑to‑day in‑person and online program operations and provide logistical and operational support during programs and events.
Accurately process credit card and check payments, refunds and cancellations for membership, programs and events.
Qualifications, Skills and Requirements
Associate level degree or higher, or equivalent experience.
Minimum 2 years of experience in a customer service environment and/or administrative experience.
Can work collaboratively as part of a team as well as independently; team player.
Excellent verbal and written communication skills.
High attention to detail, adherence to deadlines, strong judgment.
Ability to manage multiple projects and meet deadlines.
Self‑motivated and able to assume responsibility and work autonomously in a professional and results‑oriented manner.
Ability and desire to provide excellent customer service.
Strong computer skills including Microsoft Office Suite; willing to embrace new technology.
Experience with iMIS, Freestone, HTML is a plus.
Flexibility to work evening hours and early mornings when needed for programs held before and after general work hours.
Candidate Requirements for Work Authorization Candidates must be authorized to work in the United States. We are not able to sponsor visas for this position.
Work Schedule This position has a hybrid work schedule requiring employee flexibility. In‑person attendance is required for certain events and meetings with advance notice. The hybrid schedule is subject to review and revision based on departmental needs.
Salary and Benefits Starting salary for this role is $52,000–$54,000 based on a 35‑hour work week (based on experience), plus additional pay for overtime. Benefits include generous paid time off (vacation, personal, sick, holidays, volunteer days, summer time off), choice of medical plans (some offered at almost no charge to employee), dental, vision, 401(k), life insurance, commuter benefits, Employee Assistance Program, short‑term/long‑term disability insurance, employee discounts, and more.
How to Apply To apply: It is suggested that qualified applicants include a cover letter to explain why they are interested in the position, but it is not required to apply.
References Note: A minimum of three professional references will be required later in the process for candidates being given serious consideration.
Equal Employment Opportunity Statement We actively seek a diverse applicant pool and encourage candidates of all backgrounds and unique experiences to apply. We welcome diversity of all kinds. It is the policy of the Organization to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, age, national origin, alienage or citizenship status, gender, 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. With regard to the Americans with Disabilities Act and other related laws, the City Bar 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.
#J-18808-Ljbffr