Customer Relations Representative

About the role

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.

Job Function

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.

• Customer Service:
  • 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 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%), 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!

To apply: It is suggested that qualified applicants should include a cover letter, to explain why they are interested in the position when applying. Applications will be considered when received until a qualified candidate is hired. Finalists will be asked also to submit three professional business references.

We actively seek a diverse applicant pool and encourage candidates of all backgrounds and unique experiences to apply. We welcome diversity of all kinds.