Customer Experience (CX) Specialist

Organization Description: The Contingent is a 501(c)(3) venture nonprofit that launches, scales, and supports initiatives designed to mobilize communities and empower leaders to create lasting social change. We believe communities already possess the relationships, assets, and leadership needed to solve complex challenges. Our role is to build the systems, partnerships, and innovations that help those solutions take root and grow. Since our founding, we have worked alongside community leaders, people with lived experience, public agencies, businesses, faith communities, and nonprofit partners to strengthen support systems for children and families. We are committed to listening deeply, challenging assumptions, and designing solutions that are informed by the experiences and needs of the com munities we serve. Through initiatives such as Every Child and The Script , The Contingent mobilizes community members to take meaningful action on behalf of children and families, whether through fostering, volunteering, mentoring, advocacy, or community support. We combine innovation, partnership, and data-informed decision-making to build stronger communities and create opportunities for every child to thrive. We ask hard questions. We embrace innovation. We build unlikely partnerships. And we work together to transform systems and communities for the common good. To learn more about The Contingent and our initiatives, visit The Contingent. 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 will 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. You are driven by our core values and delight customers with exceptional service. You are passionate about creating amazing customer experiences and delivering best-in-class customer service to individuals who are forging paths for a more equitable future for marginalized communities. You thrive in a fast-paced, entrepreneurial environment and love to continuously improve processes to operate efficiently. You have a data-driven approach to decision making and are focused on metrics that matter. The Customer Experience (CX) Specialist will come alongside inquiring community members to help them engage with supporting children and families impacted by foster care and students navigating equitable early career opportunities. Duties & 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). Log, track, and close tickets within help desk software, escalating complex issues to the appropriate team member when needed. 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. Qualify leads and track inquiries through the engagement pipeline, ensuring no lead falls through the cracks. 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). Research and provide recommendations on customer service and engagement strategies for inquiry response and lead nurturing. 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. Actively communicate with team members and initiate a collaborative approach to problem-solving and establishing best practices. Data Management Support data entry and work within the 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. This role may include a degree of variability in responsibilities and duties as deemed by their supervisor. The Contingent employees should be prepared for a dynamic work environment. Education and Experience: Bachelor’s degree and/or equivalent experience — at least 3 years of relevant work experience, including internships, volunteer work, or community-based experience in customer service or related fields. Bilingual (Spanish/English) skills are a plus, but not required, (if the candidate tests for fluency in the language, they will be compensated for this skill). Knowledge, Skills, and Abilities: Work with local and state-wide team 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, active listening, and time management skills. Excellent communicator with strong written, verbal, and public speaking skills that are experienced in engaging with diverse audiences. Ability to utilize multi-cultural intelligence, intentional listening, and appreciation and respect to engage with a diverse group of constituents. Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook), experience with SharePoint and Microsoft Teams is preferred. Proficient in task and project management software. Proficiency in working with Microsoft Dynamics 365 or equivalent. 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 the faith community 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. Continual growth mindset to develop and improve existing processes to enhance program efficiencies. 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. 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. 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 $52,000 - $54,000 (estimated total compensation $60,000 - $64,000) doe. Starting placement will not exceed this starting pay range and is based on qualifications, experience, and internal equity. This is a hybrid position in Portland, Oregon. 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). The Contingent has a flexible work model that supports a blend of in-office, remote, hybrid and on the go workers. 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. To apply, please visit https://thecontingent.org/careers/ 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