Constituent Response Specialist

About the role

The Constituent Response Specialist at Focus on the Family 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.

Essential Duties/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
• 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
• Maintains 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

Other Duties/Responsibilities

• 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

Working Environment/Physical Requirements

A fast-paced, production-oriented contact center environment with frequent changes in process and priorities. This position is hybrid: Monday through Wednesday in the office, Thursday and Friday remote. Must be available for evening, weekend, holiday, or overtime shifts as needed. During busy season, additional overtime hours and scheduling blackout dates apply. Extended periods of sitting and computer use (70%+ keying functions); ability to type at least 45 WPM

Job Qualifications/Requirements

• Character/Spiritual: Exemplifies Ephesians 5:1-2, pursues the Great Commission, is a consistent witness for Jesus Christ, maintains a courteous, Christ-like attitude, 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
• Personal Characteristics: 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
• Technical Skills: Ability to navigate multiple computer systems at the same time while maintaining accuracy, experience with Salesforce or other CRM platforms helpful, willingness to learn required
• 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

Pay Range

$22.70 to $26.60 per hour

Application Materials Required

• A current resume
• A cover letter that specifically addresses the job requirements and outlines qualifications

Focus on the Family’s Benefit Package

• Medical Plan
• Dental Plan
• Vision Plan
• Life Insurance
• Disability Insurance
• Flexible Spending Accounts
• EAP (Employee Assistance Program)
• Tuition Reimbursement
• Warehouse Membership Reimbursement

Note

This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.