Customer Relations Representative/Web Program Specialist

The New York City Bar Association is a voluntary association of lawyers and law students, focused on promoting excellence and access to justice. The Customer Relations Representative/Web Program Specialist will provide administrative and technical support for online programs, ensuring seamless execution and exceptional customer service.

Responsibilities

• Set up, configure and handle modifications to online programs using software applications and databases
• 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
• Create value for the City Bar member and customer 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 in-take of membership requests, small law firm transactions, CLE, other programs and event registrations by phone visits, or email
• Understand membership benefits, policies, qualifications and their various categories, MCLE requirements and CLE policies
• Provide support at programs (including CLE) and membership events as required
• Accurately process credit card and check payments, refunds and cancellations for membership, programs and events
• Other responsibilities as assigned

Skills

• Associate level degree or higher, or equivalent experience
• Minimum one year of experience in a customer service environment
• Can successfully work collaboratively as part of a team as well as independently
• Excellent communication skills, both verbal and written
• 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
• Flexibility to work evening hours and early mornings, when needed for programs held before and after general work hours
• Candidates must be authorized to work in the United States. We are not able to sponsor visas for this position
• Experience with iMIS, Freestone, HTML, a plus

Benefits

• Generous paid time off (vacation, personal, sick time, holidays including closing between Christmas and 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 employee)
• Dental
• Vision
• 401K
• Life insurance
• Commuter benefits program
• Employee Assistance Program
• Short-term/long-term disability insurance
• Employee discounts

Company Overview