Customer Experience; CX) Associate

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.

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, orphone.

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

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

Support inquirers expressing preference for Spanish-language communication.

Collect and provide feedback to improvetemplatedor scripted communication.

Actively communicate with team members andinitiatea collaborative approach to problem-solving and establishing best practices.

Data Management

Work within the CRM platform – Microsoft Dynamics 365, continually updating records…