Organization Description: 

The Contingent is a 501(c)(3) venture nonprofit that sparks and supports innovative initiatives designed to empower leaders and mobilize communities for the common good. Founded in Oregon, we have grown into a network of initiatives and partnerships that are expanding their impact across the nation.

Since our inception, we have centered the perspectives, strengths, of historically marginalized communities to challenge inequitable systems and create opportunities for children, families, and communities to thrive. We ask difficult questions, embrace innovation, and collaborate across sectors to address complex social challenges.

Through partnerships with community organizations, businesses, faith communities, government agencies, and local leaders, The Contingent develops and supports initiatives that strengthen relationships, increase community engagement, and improve outcomes for children and families.

The Contingent serves as a platform for scalable, mission-driven impact, supporting leaders and initiatives that are transforming communities both locally and across the country. We believe leadership exists in every community, and our role is to identify, equip, and support the people who are creating lasting change where they live and serve.

To learn more about our work and initiatives, visit The Contingent.

Opportunity Summary:

The Customer Experience (CX) Associate plays a key role in creating a welcoming, responsive, and supportive experience for community members, partners, and prospective participants engaging with Mobilizing Community. This position supports inquiry response, lead management, customer service, communication, and data integrity across multiple channels, helping ensure individuals receive timely information, clear next steps, and meaningful connection to programs that serve children, youth, families, and communities. 

Who You Are:

You are a compassionate, organized, and customer-centered professional who enjoys helping people feel seen, supported, and equipped to take their next step. You communicate with clarity and care, manage details well, and bring follow-through to each interaction. You are comfortable using systems and data to support strong service delivery, open to feedback and process improvement, and energized by collaborative work that advances community impact. You approach your work with cultural humility, curiosity, accountability, and a commitment to excellent customer experience.

Daily, CX Associates 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 voice, email, SMS, chat, etc. 

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

 The scope of work and time dedicated to specific initiatives or programs may vary based on business needs and support volume. 

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 Executive Director of Organizational Development 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). 

  •  Bilingual in either Russian or Spanish is a plus (if the candidate expresses fluency in either language, they will be compensated for this skill). 

    • Translate and edit existing English language templates for Spanish and/or Russian language use, and to suit Spanish-speaking and/or Russian-speaking contexts; create new templates when necessary.  

    • Support inquirers expressing preference for Spanish-language/Russian-language communication.  

  • 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. 

    • 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.

This role may include variability in responsibilities as deemed by the supervisor. The Contingent employees should be prepared for a dynamic work environment. 

Knowledge, Skills, and Abilities:

  • Excellent written, verbal, and public speaking skills with experience engaging diverse audiences. 

  • Demonstrated ability to build relationships with diverse stakeholders through cultural intelligence, active listening, respect, and appreciation. 

  • Strong interpersonal, organizational, time management, and multitasking skills with exceptional attention to detail. 

  • Ability to work independently and collaboratively in a dynamic, evolving environment while maintaining a positive and solutions-oriented approach. 

  • Results-oriented and community-centered, with a commitment to continuous improvement and exceptional service. 

  • Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook); experience with SharePoint and Microsoft Teams preferred. 

  • Experience with Asana or other project management software preferred. 

  • Experience using Microsoft Dynamics 365 or another customer relationship management (CRM) platform. 

  • Comfortable navigating ambiguity, exercising sound judgment, and driving work forward with minimal supervision. 

  • Passion for improving outcomes for children, youth, and families and collaborating with local and statewide teams committed to that mission. 

  • Demonstrated cultural and emotional intelligence with the ability to effectively partner with a diverse range of leaders, community members, and stakeholders. 

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 diverse community organizations (including faith communities, political organizations, businesses) 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. 

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 (not required). 

  • Candidates who are hired with Spanish proficiency can be compensated for their skills. 

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, bereavement and parental leave. 

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

Employment Terms, Accountability, and Compensation:  

  • Full Time (40hrs) exempt annual salary offered at a range of $45,000 - $48,150 (estimated total compensation $55,000 - $58,000) doe. 

  • This is a hybrid position in Portland, Oregon. 

  • We have team members located in multiple time zones. To facilitate organizational collaboration, hours for this position will be between 7am – 6pm PST. 

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

  • Due to contractual commitments, this position may be scheduled to work during organizational closures.  

  • Legally eligible to work in the United States. 

 To apply, please visit https://thecontingent.org/careers/ 

**"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