Constituent Response Specialist

Focus on the Family•Colorado Springs, CO

4d•$23 - $27•Hybrid

About The Position

The Constituent Response Specialist handles a high volume of inbound and outbound contacts daily across phone, email, chat, and text. Most interactions are transactional in nature: processing donations, subscriptions, resource orders, and account updates quickly and accurately. Candidates who do well here are comfortable with volume and variety, stay sharp when the queue is full, and bring a steady and professional presence to every contact. What sets this position apart from a standard contact center role is the context: Focus on the Family serves a deeply loyal constituent base, and every interaction reflects who we are. Occasionally, constituents reach out during difficult moments in their lives, and this role requires someone who can respond with professionalism and care. When appropriate, this role may include praying with constituents or offering encouragement consistent with Focus on the Family’s values. This is not a counseling role, and specialists do not give personal advice.

Requirements

High school diploma or GED required
1 or more years of customer service, contact center, or related experience preferred
Experience with Salesforce or other CRM platforms helpful; willingness to learn required
Ability to navigate multiple computer systems at the same time while maintaining accuracy.
Excellent verbal and written communication, including clear phone conversations; ability to adapt communication to diverse needs.
Strong organizational skills, attention to detail, and ability to solve problems effectively.
Ability to personalize responses with warmth, clarity, and biblical alignment; ability to pray with constituents appropriately in accordance with ministry guidelines.
Extended periods of sitting and computer use (70%+ keying functions); ability to type at least 45 WPM
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”
Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”
Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer
Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Comfortable working in a high-volume, transaction-oriented contact center environment
Able to stay calm and respond with care when conversations become emotionally difficult
Compassionate, ministry-minded, and approachable

Nice To Haves

Some college preferred but not required
Experience with Salesforce or other CRM platforms helpful

Responsibilities

Handles a high volume of inbound and outbound contacts by phone, email, chat, and text in a fast-paced production environment
Processes donations, resource orders, subscriptions, and account updates with accuracy and attention to detail
Manages constituent accounts accurately, including data entry, adjustments, and verification
Navigates multiple systems simultaneously while maintaining accuracy and service quality
Produces verbal and written responses that reflect Focus on the Family’s communication standards and quality expectations
Meets established contact volume and quality standards across all channels
Responds professionally in emotionally sensitive situations, following ministry, legal, and ethical guidelines
Shares the perspective of Focus on the Family where appropriate, using clear and caring communication that honors both the ministry and the constituent
Models Focus on the Family’s core ministry values in every task and interaction
Works a hybrid schedule: Monday through Wednesday in the office, Thursday and Friday from home
Occasional on-site attendance may be required for chapel, all-staff meetings, or other ministry events (typically once a month)
Performs additional duties as assigned