Family Help Specialist

About the role

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal. This position offers a $750 hiring bonus.

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 responses through excellent verbal and written communication in the "Focus Style"
• Maintains data integrity by accurately managing constituent accounts, including data entry, adjustments, and verification
• Accurately manages constituent accounts, including data entry, adjustments, and verification
• Processes donations, resources, subscriptions, and event requests, including honorariums, memorials, matching gifts, and other giving categories, with integrity and attention to detail
• Utilizes Salesforce, InFocus, and 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 assigned as a Subject Matter Specialist (SMS) in different processes
• Works from home on snow delays, early closures, or full closure days
• Performs other duties as assigned

Working Environment/Physical Requirements

• 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
• Extended periods of sitting and computer use (70%+ keying functions)
• Able 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, prays for Focus on the Family’s staff and constituents, and models key ministry values
• Personal Characteristics: Compassionate, ministry-minded, and approachable; strong discernment and emotional intelligence for navigating sensitive conversations; professional, adaptable, and calm under pressure; 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
• Knowledge/Experience: Associate’s degree or two years of college preferred; 2-4 years of Customer Service or related experience preferred; familiarity with Salesforce or other CRM systems strongly preferred

Pay Range

$22.70 to $26.60 / hour

Benefits

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