Family Specialist

Position: Family Help Specialist (#3531)

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 is on the front lines of ministry at Focus on the Family. Every phone call, email, chat, or text is an opportunity to share the love of Christ, encourage, pray with, and equip individuals and families. This position provides biblically based support and practical resources, helping families thrive in Christ by offering hope, healing, and biblical truth.

This role is more than customer service; it is ministry. The Family Help Specialist reflects Focus on the Family’s mission by handling each interaction with compassion, clarity, and professionalism, while accurately processing requests and maintaining data integrity.

Essential Duties/Responsibilities

• Respond with care and discernment to inbound and outbound phone calls, emails, chats, and written contacts.
• Share the biblical perspective of Focus on the Family with clarity and grace, creating Christ-honoring, personalized responses that balance ministry priorities with constituent needs.
• Engage compassionately in complex and emotionally sensitive situations while upholding legal, ethical, and ministry boundaries.
• Produce high‑quality responses through excellent verbal and written communication in the Focus Style.
• Meet proficiency standards for handling emails, chats, and phones.
• Accurately manage constituent accounts, including data entry, adjustments, and verification.
• Process donations, resources, subscriptions, and event requests, including honorariums, memorials, matching gifts, and other giving categories, with integrity and attention to detail.
• Utilize Salesforce, InFocus, and multiple databases simultaneously while interacting with constituents to provide efficient, accurate, and caring service.
• Model key ministry values in every task and interaction.

Other Duties/Responsibilities

• May be assigned as a Subject Matter Specialist (SMS) in different processes.
• Required to work from home on snow delays, early closures, or full closure days.
• Perform other duties as assigned.

Working Environment/Physical Requirements

• Office/production setting or home‑based workstation; 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); 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….” 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

• Compassionate, ministry‑minded, and approachable.
• Strong discernment and emotional intelligence for navigating sensitive conversations.
• Professional, adaptable, and calm under pressure.

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.

Skills, Abilities, and Special Talents/Gifts

• Proficiency in navigating multiple systems while maintaining data accuracy.
• Excellent verbal and written communication, including clear phone conversations; ability to adapt communication to diverse needs.
• Organizational skills, attention to detail, and ability to solve problems effectively.
• Ability to…