Customer Experience (CX) Associate

The Contingent • Portland, OR

4d • $45,000 - $48,150 • Hybrid

About The Position

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.

Requirements

• 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 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.
• 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.
• Legally eligible to work in the United States.

Nice To Haves

• Experience with SharePoint and Microsoft Teams preferred.
• Experience with Asana or other project management software preferred.
• Bilingual in either Russian or Spanish is a plus (if the candidate expresses fluency in either language, they will be compensated for this skill).
• Proficiency in Spanish preferred (not required).

Responsibilities

• Support a lead through their journey at any point of the customer lifecycle.
• Support leads through our omni-channel approach, including voice, email, SMS, chat, etc.
• Provide feedback on leads, elevating the voice of the customer.
• 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.
• 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.
• 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).
• 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.
• 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 number of inquiries received communication responses, areas of interest from inquirers, and 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree