Customer Experience Specialist

Opportunity Summary:

As a Customer Experience (CX) Specialist, you are the first point of contact for many individuals and the trusted voice that keeps our partners and internal teams supported. You’ll play a key role in guiding people through their initial steps with our organization, ensuring clear communication and effective resolution of support requests across our network. This role blends empathy, efficiency, and problem-solving—connecting individuals to the right resources, guiding them through next steps, and representing our mission of inclusion and care in every interaction. 

Daily, CX Specialist answer questions and provide on-ramps for community members by:  

Supporting a lead through their journey at any point of the customer lifecycle.

Supporting them through our omni-channel approach, including but not limited to, voice, email, SMS, chat, and help desk.

Providing feedback on leads, elevating the voice of the customer.

 As a Customer Experience Specialist, you will also contribute to inquiry management within our technology stack alongside other team members. You will serve as a point of escalation for other team members at or below your level. Lastly, you will offer strong analytical support to improve daily operations to better serve our team and customers. You should demonstrate the ability to suggest, create, implement, and support new practices that enhance business value and efficiency. 

If you read this position description and are filled with a wholehearted, “YES! I’m in!” We would love to hear from you!

Duties and Responsibilities:

Help Desk & Escalation:  

Manage incoming support tickets through the Help Desk, servicing requests brought forth by internal teams and external customers.

Prioritize, triage, and resolve ticket issues using established workflows and communication templates and according to established Service Level Agreements (SLAs).

Inquiry Response + Lead Management: 

Represent all programs with excellence, brand voice, and best practices in communicating across all required omni-channel methods (phone, email, SMS, chat, etc.).

Respond promptly to inquiries within established SLAs, ensuring information accuracy, connecting customers with the appropriate partners, and providing guidance and encouragement to move forward.

Customer Service:

Listen with empathy and clarity to understand each person’s situation, needs, and motivations.

Identify and clearly communicate a path forward and/or appropriate resource(s) for all inquirers using channels identified by SOPs (Standard Operating Procedures).

Communication + Team Collaboration: 

Maintain high-quality communication that reflects the brand tone of compassion, clarity, and professionalism.

Respond to inquirers through multiple channels using provided templates and scripts, to provide a path forward and/or a connection to appropriate resources.

Data Management:    

Support data entry and work within the Customer Relations Management (CRM) platform and other tools, continually updating records as additional information is gathered.

Keep clear and concise notes on each contact record including each instance and method of contact.

Education and Experience:

Bachelor's degree and/or 3+ years of experience (internships can be considered) or equivalent experience in customer service.

Bilingual in Spanish is preferred but not required.

Knowledge, Skills, and Abilities:

Work with local and state-wide teams of other passionate professionals committed to improving outcomes for children, youth, and families.

Results-oriented, community/customer centered with an ability to provide continuous improvement across the experiences of inquiring community members.

A willingness to be “hands-on” and work in a lean, fast-paced organization with limited administrative support.

Possess cultural and emotional intelligence and the ability to work with a diverse group of leaders.

Strong interpersonal communication skills, demonstrating active listening techniques, and time management skills.

Excellent organizational skills including attention to detail and multitasking skills.

The capability of handling ambiguity and driving the work autonomously.

Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint, Microsoft Teams, and Microsoft Dynamics 365 is preferred.

Personal Qualifications:

Commitment to the mission of The Contingent, including Every Child, and The Script.

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 diverse community organizations (including faith communities, political organizations, businesses) engaging vulnerable children, youth, and families.

Deep commitment to serving vulnerable kids, youth, and families and those in government who work with them.

Deep commitment to increasing the diversity of leadership in the communities we serve.

Self-motivated leader that takes initiative.

Adaptable to changing situations and processes.

Demonstrates a passion for operational, technical, and customer experience excellence.

Benefits: 

Comprehensive benefits include premium medical, vision, and dental insurance. Covered 100% for employees and partially (80%) for spouse and/or dependents.

19 paid holidays, with additional vacation, sick, bereavement and parental leave.

401(k) with a 5% (annual salary) match.

Employment Terms, Accountability, and Compensation:  

Full Time (40 hrs.) exempt annual salary offered at a range of $45,000 -$50,000 (estimated total compensation $60,000. (Starting placement will not exceed this starting salary range and is based on qualifications, experience, and internal equity.)

This a hybrid position in Portland, Oregon.

This position will be required to work within The Contingent’s Hybrid Work Policy (2-3 days in the office, 2-3 days at home).

The Contingent has a flexible work model that supports a blend of in-office, remote, virtual and on the go workers.

In office days and daily schedules are determined collaboratively between the employee and the supervisor.

We have team members located in multiple time zones. To facilitate collaboration across teams, core hours for this position are 9-2 pm PST (11-4pm CST, 12-5pm EST).

Due to contractual commitments, this position may be scheduled to work during The Contingent’s extended end-of-year holiday period. Equivalent time off will be scheduled outside of the holiday period.

Legally eligible to work in the United States.

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 opportunities 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