Family Help Specialist

About This Role

This Family Help Specialist role involves responding to inbound and outbound communications with care and biblical discernment, providing personalized Christ-honoring responses and managing constituent accounts and transactions for Focus on the Family.

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
• Engage compassionately in complex and emotionally sensitive situations while upholding boundaries
• Produce high-quality verbal and written responses that follow Focus on the Family’s communication style
• Meet proficiency standards for handling emails, chats, texts and phones
• Accurately manage constituent accounts, including data entry, adjustments and verification
• Process donations, resources, subscriptions, and other transactions with integrity and attention to detail
• Utilize multiple databases simultaneously while interacting with constituents to provide efficient, accurate, and caring service
• Model key ministry values in every task and interaction

Requirements

• 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
• Strong 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

Qualifications

• Associate’s degree or equivalent (two years of college) preferred
• 2–4 years of customer service or related experience preferred

Nice to Have

• Associate’s degree or equivalent (two years of college)
• 2-4 years of customer service or related experience
• Familiarity with Salesforce or other CRM systems

Skills

* Required skills

Benefits