Senior Programs Associate​/Customer Relations Representative

Position: Senior Programs Associate / Customer Relations Representative

Department: Customer Relations and Programs

Reports to: Director, Customer Relations

FSLA 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.

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 Customer Relations 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 as well as earn required Continuing Legal Education (CLE) credit. In addition to the approximately 130 discrete live programs, we offer live webcasts, online/on demand programs. 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.

This role serves as the primary administrative and technical support contact for online programs, working closely with the Director of Customer Relations to ensure that all program needs, technical and logistical components are in place to ensure that programs are executed seamlessly.

• Set up, configure and handle modifications to in-person and online programs using software applications and databases.
• In conjunction with ITS and the department head, assist with upgrades, training, and 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, group casts and on-demand programs.
• Track and maintain accurate monthly accreditation reports for live webcast and on-demand programs. Assist with the preparation of monthly and annual CLE reports.
• 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 intake of membership requests, small law firm transactions, CLE, other programs and event registrations by phone visits, or email.
• Understand membership benefits, policies, qualifications and its various 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.

• Associate level degree or higher, or equivalent experience
• Minimum 1 ½ years of experience in a customer service environment
• Can successfully work collaboratively as part of a team as well as independently; team player
• Excellent communication skills, both verbal and written
• High attention to detail, adherence to deadlines, strong judgment
• Ability to manage multiple…