Position Summary:

The Community Experience (CX) Associate will come alongside inquiring community members to help them engage with supporting children in care, adults in custody, and those who care for them. This job entails serving Every Child Tennessee as a CX Associate managing Inquiries full-time. The duties and responsibilities outlined below apply to both roles.

Daily, CX Associates answer questions and provide on ramps for community members interested in:

- Volunteering through The Contingent (particularly with Every Child)

- Serving as a foster parent, or

- Adopting a child in care

CX Associates connect with inquiring community members through phone and email, track data in The Contingent’s Customer Relations Management (CRM) system, and follow-up with inquirers to increase their level of engagement. Additionally, CX Associates develops reports, maps the trajectory of an inquirer’s engagement, audits the experience of community members and partners, and proposes recommendations for continuous improvement.

CX Associates work with internal and external partners to mobilize community and empower leaders: including team members in the division of Operations and The Contingent’s field staff along with the Department of Children’s Services (DCS), Placement Agencies (PAs), and other Associate organizations. Their priorities include following-up with inquiries from the community, redirecting the inquirer to resources, and warmly handing off the inquirer to a PA, DCS, or other community partner. The Contingent is looking for a CX Associate to join the Community Experience (CX) team as a warm, friendly, collaborative, flexible, and resilient leader.

Duties & Responsibilities:

Inquiry Response + Email Management:

  • Represent Every Child and all programs with excellence through email communications, phone calls, and/or text messages.
  • Personally respond to inquiries within 24 hours, ensure pass-off to correct external partner. 
  • Regularly re-evaluate the engagement process for inquirers, making recommendations to the team for improvement

Customer Service:

  • Identify and clearly communicate a path forward and/or appropriate resource(s) for all inquirers via email, text, or phone.
  • Research and provide recommendations on customer service and engagement strategies for inquiry response.
  • Partner with the other members of the Community Experience, Every Child staff, the Director of CX and other staff at The Contingent to regularly evaluate customer experience and customer service practice.

Communication:

  • Respond to inquirers via email, phone, or text using provided templates and scripts, to provide a path forward and/or a connection to appropriate resource(s)
  • Collect and provide feedback to improve templated or scripted communication.
  • Actively communicate with team members and initiate a collaborative approach to problem-solving and establishing best practices.

Data Management:

  • Work within the CRM platform – Microsoft Dynamics 365, continually updating records as additional information is gathered.
  • Regularly provide reports to Every Child team on the following:
    • number of inquiries received communication responses.
    • areas of interest from inquirers,
    • and the analytics for the CRM
  • Keep clear and concise notes on each contact record including each instance and method of contact.
  • Perform periodic audits of contact records to ensure data integrity is maintained, by standardizing addresses, names, capitalization, punctuation, etc.
  • And other duties as assigned by supervisor

Education and Experience:

  • Bachelor’s Degree preferred
  • Associates with relevant experience acceptable and/or 2 years demonstrated experience in customer service
  • Proficiency in Spanish preferred

Knowledge, Skills, and Abilities:

  • Excellent interpersonal and communication skills
  • Experience in successfully working with a diverse group of constituents utilizing multi-cultural intelligence, intentional listening, appreciation, and respect
  • Excellent external and internal written and verbal communication skills
  • Excellent organizational skills including attention to detail and multitasking skills
  • Strong working knowledge of Microsoft Office, Teams, Asana etc.
  • A willingness to be “hands-on” and work in a lean, fast-paced organization with limited administrative support
  • The capability of handling ambiguity and driving the work autonomously.
  • The ability to work independently and cooperatively in a diverse, perpetually changing environment, while maintaining a calm and positive spirit.
  • Experience in successfully working with a diverse group of constituents utilizing multi-cultural intelligence, intentional listening, and appreciation and respect

Personal Qualifications:

  • Relates well and works effectively with diverse groups of people who represent the range of ethnic, cultural, and socio-economic backgrounds
  • Ability to articulate a position on the importance of the faith community engaging vulnerable children, youth, and families
  • Deep commitment to serving vulnerable kids and families and those in government who work with them
  • Deep commitment to increasing the diversity of leadership in the communities we serve
  • Continual growth mindset to develop and improve existing processes to enhance program efficiencies
  • Possess cultural and emotional intelligence and an ability to work with a diverse group of leaders
  • Demonstrates a passion for operational, technical, and customer experience excellence
  • Flexible and receptive to constructive feedback
  • Self-motivated leader that takes initiative
  • Adaptable to changing situations and processes

Benefits: 

  • Comprehensive benefits including premium medical, vision, and dental insurance 
  • Covered 100% for employee and partially (80%) for spouse and/or dependents 
  • 19 paid holidays, with additional vacation, sick, and parental leave 
  • 401(k) with a 4% (annual salary) match 

Employment Terms and Accountability:

  • This a hybrid position in Nashville, Tennessee
  • This position is a part of a dispersed matrix management team
  • The Contingent has a flexible work model that supports a blend of in-office, remote, virtual and on the go workers
  • We have team members located in multiple time zones. To facilitate collaboration, core hours for this position are 9-2 pm PST (11-4 pm CST, 12-5 pm EST)
  • This position will be expected to work within The Contingent’s hybrid work policy (2-3 days in the office, 2-3 days from home)
  • Legally eligible to work in the United States

Anticipated – Start date:

January 2025

Application Procedure: This part is very important

 Those interested in this position must submit the following:  

  1. Letter of interest (Please include how you heard about the position, and WHY you believe The Contingent is a good fit for you. Given what you know thus far) 
  1. Resume 
  1. Three references including: First and Last name, Role, A brief description of their relationship to you, and Contact Information (email + phone number where they may be reached)

Screening of applicant materials will begin immediately, and applications will be accepted until the position is filled. 

**"Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At The Contingent we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles."   

All employment at The Contingent is “at will” and may be terminated by either the employee or the employer at any time for any reason, with or without cause, with or without prior notice or warning. Equal employment opportunity and having a diverse staff are fundamental principles of The Contingent. Upon hire, the employee agrees to undergo a 90-day probationary period, which provides additional structure, scheduled check in meetings and opportunities to receive and give feedback to and from the employer.

Equal Opportunity Employer

This job is currently not open for applications. Would you like to see our other open positions?