Family Help Specialist

Focus on the Family•Colorado Springs, CO

11d•$22 - $25

About The Position

Essential Duties/Responsibilities: Responds with care and discernment to inbound and outbound phone calls, emails, chats, and written contacts. Shares the biblical perspective of Focus on the Family with clarity and grace, creating Christ-honoring, personalized responses that balance ministry priorities with constituent needs. Engages compassionately in complex and emotionally sensitive situations while upholding legal, ethical, and ministry boundaries. Produces high-quality verbal and written responses that follow Focus on the Family’s communication style. Meets proficiency standards for handling emails, chats, texts and phones. Accurately manages constituent accounts, including data entry, adjustments and verification. Processes donations, resources, subscriptions, and other transactions with integrity and attention to detail. Utilizes multiple databases simultaneously while interacting with constituents to provide efficient, accurate, and caring service. Models key ministry values in every task and interaction. Other Duties/Responsibilities: May be asked to work remotely during weather-related office closures or special circumstances Performs additional duties as assigned Work Environment, Physical Demands, and Required Skills & Abilities: Work Environment: Office/production setting or home-based workstation (as applicable); fast-paced environment with frequent changes in process and priorities; ability to work evening, weekend, holiday, or overtime shifts as needed. Physical Requirements: Extended periods of sitting and computer use (70%+ keying functions); ability to type at least 45 WPM. Technical Skills: Proficiency in navigating multiple systems while maintaining data accuracy. Communication Skills: Excellent verbal and written communication, including clear phone conversations; ability to adapt communication to diverse needs. Organizational & Problem-Solving Skills: Strong organizational skills, attention to detail, and ability to solve problems effectively. Ministry-Specific Skills: Ability to personalize responses with warmth, clarity, and biblical alignment; ability to pray with constituents appropriately in accordance with ministry guidelines. Job Qualifications/Requirements Character/Spiritual: 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 Personal Characteristics: Compassionate, ministry-minded, and approachable Strong discernment and emotional intelligence for navigating sensitive conversations Professional, adaptable, and calm under pressure Knowledge/Experience: Associate’s degree or equivalent (two years of college) preferred 2–4 years of customer service or related experience preferred Familiarity with Salesforce or other CRM systems strongly preferred

Requirements

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
Compassionate, ministry-minded, and approachable
Strong discernment and emotional intelligence for navigating sensitive conversations
Professional, adaptable, and calm under pressure
Ability to type at least 45 WPM.
Proficiency in navigating multiple systems while maintaining data 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.

Nice To Haves

Associate’s degree or equivalent (two years of college) preferred
2–4 years of customer service or related experience preferred
Familiarity with Salesforce or other CRM systems strongly preferred

Responsibilities

Responds with care and discernment to inbound and outbound phone calls, emails, chats, and written contacts.
Shares the biblical perspective of Focus on the Family with clarity and grace, creating Christ-honoring, personalized responses that balance ministry priorities with constituent needs.
Engages compassionately in complex and emotionally sensitive situations while upholding legal, ethical, and ministry boundaries.
Produces high-quality verbal and written responses that follow Focus on the Family’s communication style.
Meets proficiency standards for handling emails, chats, texts and phones.
Accurately manages constituent accounts, including data entry, adjustments and verification.
Processes donations, resources, subscriptions, and other transactions with integrity and attention to detail.
Utilizes multiple databases simultaneously while interacting with constituents to provide efficient, accurate, and caring service.
Models key ministry values in every task and interaction.
Performs additional duties as assigned