Family Help Specialist

Family Help 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 Family Help 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. 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 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 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 Managerial Breadth/Scope of Job: None Working Environment/Physical Requirements: 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, "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: 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 Knowledge/Experience: High school diploma or GED required; some college preferred but not 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 Skills, Abilities, and Special Talents/Gifts: 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: $22.00 to $26.60 / hour Application Materials Required: Cover Letter, Resume/CV 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 Coverage Legal Shield/ID Shield Coverage AFLAC 403B Retirement Plan Vacation Time & Vacation Payout Sick Time Holidays Service Awards Community Service Days Bookstore Discount Fitness Center Employees scheduled for 30 hours or more per week are eligible for all the above and: 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. *Temporary employees are not eligible for benefits, except for: Sick Time Bookstore Discount Fitness Center Priority will be given to applications submitted by September 4, 2026 However, this posting will remain open until filled. The potential employee start date is September 14, 2026 Posting contact email: View email address on click.appcast.io Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.