Customer Relations Representative & Membership Coordinator

POSITION: Customer Relations Representative & Membership Coordinator                   
DEPARTMENT: Customer Relations & Membership                  
POSITION REPORTS TO: Associate Director, Membership and Customer Relations Manager      
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. 

JOB FUNCTION

The Customer Relations Representative & Membership Coordinator serves as the primary connection between City Bar members, customers, and prospects, and the full range of membership benefits, CLE programs, events, and services. This role responds to inquiries promptly, accurately, and courteously, delivering exceptional service to members, customers, faculty, and guests. The position also provides administrative and technical support for membership benefits, ensuring easy access to services and seamless processing of transactions and events.

Areas of responsibility include, but are not limited to:

Customer Service:
• Provide exceptional customer service while upselling membership, products and services
• Handle high volume of customer service calls and emails in a professional manner
• 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
• Resolve online program technical issues by clarifying customer’s complaints and offering troubleshooting tips and solutions to solve the problem
• Understand MCLE (Minimum Continuing Legal Education) requirements and CLE policies
• Provide support at programs and membership events as required
• Ensure that all membership benefits’ content and website information is accurate
• Generate attendance reports for membership events
• Respond to membership inquiries
• Maintain member records in iMIS and Nimble databases
• Assist with creating and managing special membership submissions/applications, updating membership webpages and promotional materials
• Prepare prospect lists, send prospect emails and follow-up with prospect calls

Data Entry
• Accurate data entry of membership applications and registrations for events into IMIS and Nimble databases
• Process E-Commerce transactions including the processing of credit cards, checks, auto draft, refunds and cancellations in support of membership
• Assist with the set up and configuration of membership events using multiple software applications and platforms
• Other duties as needed

Administrative
• Provide administrative support as necessary including filing, photocopying and updating program materials
• Generate name badges and materials for events

QUALIFICATIONS, SKILLS AND REQUIREMENTS

• Associates Degree or higher
• Minimum 2 years of experience in a customer service environment or membership organization
• Excellent interpersonal, communication, problem solving, and organizational skills are needed
• Excellent computer skills with knowledge of Microsoft Office; experience with Freestone and/or iMIS/Nimble a plus
• Excellent verbal and written skills are required
• Must be a reliable, high-performer in a fast-paced environment
• Must be able to maintain a flexible schedule

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 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. The hybrid schedule is subject to review and revision based on departmental needs.

The annualized salary for this role is in the $47,000 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 cost to the employee), dental, vision, eligible for 401K when employment begins (with discretionary employer match up to 3% after 1 year), 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:  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, especially those candidates belonging to historically under-represented communities. 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 (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 organization 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.