Constituent Response Specialist

Constituent Response 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 Constituent Response 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

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…