Customer Experience Representative

Organization Description: 

The Contingent is a 501(c)(3) venture non-profit focused on sparking and holding initiatives to empower leaders and mobilize community for the common good. Since our inception, we have leveraged the perspectives, skills and needs of people of color and low-income community members to challenge the status quo and positively transform our communities. We ask hard questions. We take risks. And we link arms with our neighbors, including business partners, faith communities, and government agencies. 

From mentoring, to mobilizing volunteers, to restructuring systems that have been designed to work for some at the expense of others, we prioritize empowering and mobilizing leaders to transform their communities. For more information about the initiatives of The Contingent, please visit www.thecontingent.org. 

*If interested candidates would like to learn more about The Contingent’s work with faith communities and how this external work is reflected in our internal rhythms, we would value the opportunity to share more! Please contact The Contingent’s ED of People and Culture, Kelly Bartz k.bartz@thecontingent.org for additional information. 

Opportunity Summary: 

As a Customer Experience (CX) Representative, you’ll be the first point of contact for customer inquiries and outreach, providing clear information, building connections, and guiding individuals through their next steps. This role blends empathy, efficiency, and problem-solving while representing our mission of inclusion and care.

Daily, CX Representatives 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, 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 + 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.).   
• Make outbound calls and respond promptly to inquiries within established Service Level Agreements (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 Standard Operating Procedures (SOPs). 
• 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. 
• Support inquirers expressing preference for Spanish-language.

Data Management    

• Support data entry and work within the Customer Relationship 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. 

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 preferred, or in final year of 4-year college coursework 

or 

Associates with relevant experience acceptable and/or 2 years demonstrated experience in customer service, proficiency in Spanish preferred.

Knowledge Skills and Abilities: 

• 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 CRM software, Microsoft Office, Teams, (Word, Excel, PowerPoint, Outlook), SharePoint, is preferred.   
• A willingness to be “hands-on” and work in a lean, fast-paced organization with limited administrative support.  
• The ability to work independently and cooperatively in a diverse, perpetually changing environment, while maintaining a calm and positive spirit. 
• Excellent organizational skills including attention to detail and multitasking skills.  
• The capability of handling ambiguity and driving the work autonomously.

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 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: 

This role is temporary in nature. As a result, the role does not include paid holidays, medical benefits, or retirement benefits. 

Paid Sick Time: 3 days (after 90 days) 

Paid Vacation: 3 days (after 90 days)

Employment Terms, Accountability and Compensation: 

Full-time (34 hrs.), Exempt, $3,536/month prorated (Nov 2025 – June 30, 2026). 

This a hybrid position in Portland, Oregon.  

This position is a part of a dispersed matrix management team. 

We have team members located in multiple time zones. To facilitate organizational collaboration, hours for this position will be between 7:00 am – 6:00 pm 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/ 

Anticipated Start Date:  

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