Lead Family Help Specialist

The Lead Family Help Specialist position exists to respond primarily to telephone calls (inbound and outbound), social media contacts and e-mail and chat contacts and to assist team members. 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. The FHS Lead role is defined by the department's needs as well as individual skills/strengths of team members. In addition, the FHS Lead will perform additional support functions that require more specific technical training.

Essential Duties/Responsibilities:

Functions as a Subject Matter Specialist, with skills in all FHS functions that require specific technical training. In this capacity, acts as a point of contact for other FHS team members who may require guidance in process and procedures

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 Key Ministry Indicators (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" 

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

Edit 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:

Required to work from home on snow delays, early closures, or full closure days

May be required to work overtime and or weekends due to ministry needs

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 night and weekend shifts 

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/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

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 guidelines 

Pay Range: $24.00 to $27.50/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 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:

• Fitness Center
• Bookstore Discount
• Sick Time