Customer Relations Representative/Program & Events Coordinator (Non-Profit)

Customer Relations Representative / Program & Events Coordinator (entry-level) 

DEPARTMENT: Customer Relations 

POSITION REPORTS TO: Director, Customer Relations & Membership 

FLSA 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 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. 

Department(s) Function (Note: This is a hybrid role) 

The Programs Department offers various types of programs for attorneys including Continuing Legal Education (CLE) so they can remain current and continue their education in the law as well as earn required CLE credits. In addition to the approximately many live CLE programs, we offer live webcasts and on demand programs. The Programs Department is committed to providing quality, timely and relevant programs to both newly admitted and experienced attorneys to serve the Bar’s members and the Bar-at-large. The excellent quality of the programs is on the level of long-standing organizations whose sole business purpose is CLE. In addition to New York, we are accredited in the States of California, New Jersey and Pennsylvania. 

The Customer Relations Department is the direct connection between City Bar members, customers and prospects and the broad array of membership benefits, CLE programs, 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 Customer Relations Department goal is to deliver outstanding customer service to our members, customers, faculty and guests.  

CLE areas of responsibility include, but are not limited to: 

• Assist staff attorneys with all aspects of program coordination, including: 

• Correspond with program faculty 

• Set deadlines for course materials and follow up as necessary 

• Obtain copyright permission for articles submitted as necessary 

• Assist in organizing program materials 

• Receive faculty RSVPs for faculty meetings and lunches 

• Serve as a liaison to Meeting Services, to ensure food, beverage and A/V needs are properly provided at programs 

• Prepare and submit monthly and annual CLE accreditation and WestLaw reports 

• Process requests for financial scholarships to programs 

• Assist with CLE administrative tasks such as processing registrations, cancellations, no shows, evaluations and CLE certificates 

• Schedule and facilitate technical training sessions for program faculty  

• Take on additional responsibilities/special projects as needed 

Customer Service areas of responsibility include, but are not limited to: 

• Create value for the City Bar member and customer by providing exceptional customer service 

• Handle heavy volume of customer service calls and emails 

• Resolve online programs technical issues by clarifying customer’s complaints and offering troubleshooting tips and solutions to solve the problem 

• Accurate data entry of membership applications, registrations for events, CLE programs and/or audio/visual purchases into IMIS and Small Law Firm Center (SLFC) room requests and other services 

• Understand membership benefits, policies, qualifications and its various categories, MCLE requirements, CLE programs, CLE policies 

• Perform outbound member welcome calls to new members and CLE calls to Professional Development Directors, Passport holders and other calls as required 

• Upsell membership, CLE programs, other events and services where appropriate 

• Assist with all aspects of customer service at programs, including setting up the registration desk, processing walk-in registrations, monitoring webcast links for participant questions and technical issues, distributing CLE certificates, ensuring that attendees and faculty members sign in/out and that the rooms are properly set up 

Qualifications 

• Associate level degree or higher, or equivalent experience 

• Minimum 6 month experience (internships acceptable)

• Strong data entry and general computer skills including Microsoft Office Suite 

• Excellent communication skills, both verbal and written 

• Must be detail-oriented with strong organizational and proofreading skills 

• Ability and desire to provide excellent customer service 

• Can successfully work collaboratively as part of a team as well as independently 

• Must be flexible to work evening hours and early mornings, when needed for programs held before and after general work hours 

This position will have a hybrid work schedule and employee 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. The hybrid schedule is subject to review and revision based on the departmental needs. 

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

Starting salary for this position is $46,000- $47,500 for a 35-hour work week, based on experience. We provide a competitive benefits package including generous paid time off (vacation, personal, sick time, holidays including closing this year between Christmas and New Year’s Day, day off each year for volunteer work, extra time off in the summer), choice of medical plans (some offered at almost no charge to the employee), dental, vision, 401K, life insurance, commuter benefits program, Employee Assistance Program, short-term/long-term disability insurance, employee discounts, and more! 

To Apply: It is strongly suggested that candidates include a cover letter explaining why you are interested in the position, along with your resume. 

Note: A minimum of three professional references will be required later on in the process for candidates being given serious consideration. 

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 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 (including gender identity), 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.