Sustainer Engagement Specialist

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. The Sustainer Engagement Specialist position exists to engage constituents through outbound calling to increase retention and reduce cancellation for monthly pledge programs. Essential Duties/Responsibilities: Cold-calls people in a warm and winsome way with the ability to build new relationships or win people back and regain their businessCold-calls people from lists provided from marketing, thanking sustainers for their generous giving to the ministryContacts sustainers, from lists provided from marketing, whose credit cards have declined and attempts to have credit card information updated for continued givingMaximizes calling time to retain businessIs comfortable with computer and learning/working in multiple computer systems/softwareResponds with independent discernment to outbound (and potentially inbound) phone contacts and written contactsOffers a heart of prayer to each constituent, always providing kingdom class serviceRetains and lifts sustainer giving through (but not limited to) personal solicitation, acknowledgment, stewardship, relationship building, ongoing communication, protection of sustainer’s data, etc. Maintains an accurate record of constituent communication and service through Salesforce, payment gateways, and other systems as requiredMaintains awareness of constituent account information, enhancing personalization and constituent careMaintains an in depth understanding of the ministry’s core competencies and programsParticipates in scheduled department meetings, planning, and campaign discussions as necessaryCreates and presents monthly reporting for leadership and marketing Working Environment/Physical Requirements: Office/Production environment performed at individual workstations; Fast paced, high stress, frequent changes in process and proceduresRepetitive motion: Ability to perform keying functions for 70% of the time or more; Sitting for extended periodsAbility to view dual computer monitor screens for entirety of assigned shiftAbility to speak, hear, and see clearly; Ability to maneuver multiple computer applications (Microsoft Office Suite, etc.)Occasional holiday and weekend work is required 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: Awareness of own strengths and shortcomings; High level of energy and enthusiasmMust be bright, positive, and friendly - conveying warmth and a genuine interest in people, Well-developed social skillsEmotionally resilient and capable of handling pressure and rejection without inappropriate disappointment of personal reproachCreates favorable impression in terms of appropriate attire, appearance, bearing, and mannerConvincing, persuasive, and credible, able to impress favorably and win long-term confidence and trust Knowledge/Experience: Bachelor's Degree in Business with Public Relations or Communications or Marketing emphasis preferred2-4 years of Customer Service or related experienceIn-depth knowledge of Focus philosophy, mission, values, and objectives Skills, Abilities, and Special Talents/Gifts: Excellent phone skillsAbility to and energized by saving a constituentExcellent, high quality customer service / hospitality skillsAbility to express empathy and genuine concern for sustainers, observing proper boundariesEmotionally resilient and capable of handling pressure and rejection without inappropriate disappointmentAbility to excel in a fast-paced, production environment, meeting specific performance standardsConvincing, persuasive, and credible, able to impress favorably and win long-term confidence and trustDiscretion in handling the confidential nature of donor’s needs/informationAbility to function effectively and efficiently in a team environmentAbility to organize work effectively to meet demanding time constraintsAbility to receive constructive criticism with appropriate response and teachabilityHighly polished social skills; clarity of expression, good organization of thoughts and effective articulation; tactful and able to make a good first impression Excellent verbal (particularly as related to outbound calling) and written communication skillsStrong discernment skills and good common-sense reasoningAbility to learn, memorize, and create personalized phone scripts, while maintaining set boundaries and ministry orthodoxyAbility to discern when prayer is needed and to pray when asked according to guidelinesExcellent listening skills and exhibit the ability to understand what others are communicatingHighly polished verbal skills; clarity of expression, good organization of thoughts and effective articulationAbility to maintain a sense of perspective with humor under pressure and when confronted with shifting prioritiesSelf-motivated with excellent organizational and time management skills Pay Range: $23.49 - $27.53 Application Materials Required: Cover Letter, Resume/CV Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information. Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications. Focus on the Family puts a high value on our team members and offers a unique benefit package. Employees scheduled for 20 hours or more per week are eligible for: Norton LifeLock ID Theft CoverageLegal Shield/ID Shield CoverageAFLAC403B Retirement PlanVacation Time & Vacation PayoutSick TimeHolidaysService AwardsCommunity Service DaysBookstore DiscountFitness Center Employees scheduled for 30 hours or more per week are eligible for all the above and: Medical PlanDental PlanVision PlanLife InsuranceDisability InsuranceFlexible Spending AccountsEAP (Employee Assistance Program)Tuition ReimbursementWarehouse 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. Temporary employees are not eligible for benefits, except for:Sick TimeBookstore DiscountFitness Center Tentative Search Timeline: Priority will be given to applications submitted by October 23, 2026. However, this posting will remain open until filled. The potential employee start date is November 9, 2026. Posting date: September 23, 2026 Unposting date: Ongoing until filled Posting contact email: job@fotf.org Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.