Customer Experience Representative
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Job Location:
Portland, TX - USA
Monthly Salary:
Not Disclosed
Posted on:
20 days ago
Vacancies:
1 Vacancy
Job Summary
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 .
*If interested candidates would like to learn more about The Contingents 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 Contingents ED of People and Culture Kelly Bartz for additional information.
Opportunity Summary:
As a Customer Experience (CX) Representative youll 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 persons 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:
Bachelors 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 $3536/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 Start Date:
Screening of applicant materials will begin immediately and applications will be accepted until the position is filled.
**Dont 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
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
About Company
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-i ... View more
