The Family Help Specialist position exists to respond primarily to telephone calls (inbound and outbound), social media contacts and, from time to time, as the work is needed, in e-mail and letter mail contacts. The responses given from these contacts will be done in a professional, competent, caring, and timely manner in support of the Focus mission statement. Requires minimal supervision, follows standard practices, referring questionable matters to their manager. Essential Duties/Responsibilities: Responds with independent discernment to inbound and /or outbound phone contacts, social media contacts, and other written contacts Communicates FOF orthodoxy using proto responses with personalization and original writing for the pre-determined ministry KMI’s and priorities Communicates in complex emotional situations, accountable for legal & ethical boundaries in response Creates quality responses within production goals with excellent verbal and written skills in the “Focus Style” Performs product evaluations assigned by OOP, using expert-level knowledge of JDD & FOF views Creates original writings for Social Media responses, including forums, chats, blogs, Facebook, Google , Twitter, Yahoo Answers, and Pinterest Enters data in the transactional data entry systems, including handling complex adjustment functions Sets up accounts, maintains account information, merges, and cleans up accounts, and verifies account information Adds appropriate codes to accounts, communication records, coupled with complex research work Processes resource, subscription, and event requests in both primary and second party accounts Processes donations and designates appropriately, including honorariums, memorials, matching gifts, and associated giving Keys donations to the correct companies in appropriate batches Processes different payment types within the Studio Enterprise system of record Sends appropriate system responses to primary and second party accounts with appropriate personalization Edits transactions when appropriate, coupled with discernment and extensive research as needed Searches for and applies procedures for all response types using the current knowledge management database (InFocus) Navigates many databases at the same time while conversing with constituent Embodies empowerment, self-confidence, nimbleness, faithfulness, intentionality, and a positive, “can-do” attitude in all work tasks as assigned Other Duties/Responsibilities: May be assigned as a Subject Matter Specialist (SMS) – primarily requires phone interaction, some written Required to work from home on snow delays, early closures, or full closure days Performs other duties as assigned Working Environment/Physical Requirements: Office/Production environment performed at individual workstations or workstations at home Fast paced, high stress, frequent changes in process and procedures Repetitive motion Ability to perform keying functions for 70% of the time or more Ability to type proficiently minimum 45 words per minute Sitting for extended periods of time Ability to work evening and weekend shifts, flexible shifts, and overtime, as needed Ability to view dual computer monitor screens for entirety of assigned shift Ability to speak, hear and see clearly Ability to answer telephone and hear clearly for 50% of the time or more Ability to maneuver multiple computer applications (Microsoft Office Suite, etc.) JOB QUALIFICATIONS/REQUIREMENTSCharacter/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 prayerPrays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayerEngages in Christian ministryDemonstrates behaviors aligned with FOF core values Knowledge/Experience: Associate’s degree or two years of college preferred 2-4 years of Customer Service or related experience preferred Knowledgeable in Social Media venues Skills, Abilities, and Special Talents/Gifts: Excellent, high quality customer service / hospitality skills Excellent verbal and written communication skills Strong discernment skills and good common sense reasoning Ability to learn, memorize, and create personalized phone scripts Ability to discern when prayer is needed and to pray when asked according to guidelinesPay Range: $22.00 to $25.25/hr 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 CenterEmployees 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 ReimbursementNote: 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: Fitness CenterBookstore DiscountSick Time