Sustainer Engagement 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 Sustainer Engagement Specialist position exists to engage constituents through outbound calling to increase retention and reduce cancellation for monthly pledge programs.

Essential Duties/Responsibilities:

• Cold-calls people in a warm and winsome way with the ability to build new relationships or win people back and regain their business
• Cold-calls people from lists provided from marketing, thanking sustainers for their generous giving to the ministry
• Contacts sustainers, from lists provided from marketing, whose credit cards have declined and attempts to have credit card information updated for continued giving
• Maximizes calling time to retain business
• Is comfortable with computer and learning/working in multiple computer systems/software
• Responds with independent discernment to outbound (and potentially inbound) phone contacts and written contacts
• Offers a heart of prayer to each constituent, always providing kingdom class service
• Retains and lifts sustainer giving through (but not limited to) personal solicitation, acknowledgment, stewardship, relationship building, ongoing communication, protection of sustainer’s data, etc.
• Maintains an accurate record of constituent communication and service through Salesforce, payment gateways, and other systems as required
• Maintains awareness of constituent account information, enhancing personalization and constituent care
• Maintains an in depth understanding of the ministry’s core competencies and programs
• Participates in scheduled department meetings, planning, and campaign discussions as necessary
• Creates and presents monthly reporting for leadership and marketing

Other Duties/Responsibilities:

• Performs other duties as assigned

Working Environment/Physical Requirements:

• Office/Production environment performed at individual workstations; Fast paced, high stress, frequent changes in process and procedures
• Repetitive motion: Ability to perform keying functions for 70% of the time or more; Sitting for extended periods
• Ability to view dual computer monitor screens for entirety of assigned shift
• Ability to speak, hear, and see clearly; Ability to maneuver multiple computer applications (Microsoft Office Suite, etc.)
• Occasional holiday and weekend work is required

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:

• Awareness of own strengths and shortcomings; High level of energy and enthusiasm
• Must be bright, positive, and friendly - conveying warmth and a genuine interest in people, Well-developed social skills
• Emotionally resilient and capable of handling pressure and rejection without inappropriate disappointment of personal reproach
• Creates favorable impression in terms of appropriate attire, appearance, bearing, and manner
• Convincing, persuasive, and credible, able to impress favorably and win long-term confidence and trust

Knowledge/Experience:

• Bachelor's Degree in Business with Public Relations or Communications or Marketing emphasis preferred
• 2-4 years of Customer Service or related experience
• In-depth knowledge of Focus philosophy, mission, values, and objectives

Skills, Abilities, and Special Talents/Gifts:

• Excellent phone skills
• Ability to and energized by saving a constituent
• Excellent, high quality customer service / hospitality skills
• Ability to express empathy and genuine concern for sustainers, observing proper boundaries
• Emotionally resilient and capable of handling pressure and rejection without inappropriate disappointment
• Ability to excel in a fast-paced, production environment, meeting specific performance
• Standards
• Convincing, persuasive, and credible, able to impress favorably and win long-term confidence and trust
• Discretion in handling the confidential nature of donor’s needs/information
• Ability to function effectively and efficiently in a team environment
• Ability to organize work effectively to meet demanding time constraints
• Ability to receive constructive criticism with appropriate response and teachability
• Highly polished social skills; clarity of expression, good organization of thoughts and effective articulation; tactful and able to make a good first impression
• Excellent verbal (particularly as related to outbound calling) and written communication skills
• Strong discernment skills and good common-sense reasoning
• Ability to learn, memorize, and create personalized phone scripts, while maintaining set boundaries and ministry orthodoxy
• Ability to discern when prayer is needed and to pray when asked according to guidelines
• Excellent listening skills and exhibit the ability to understand what others are communicating
• Highly polished verbal skills; clarity of expression, good organization of thoughts and effective
• Articulation
• Ability to maintain a sense of perspective with humor under pressure and when confronted with shifting priorities
• Self-motivated with excellent organizational and time management skills

Pay Range: $22.00 to $25.25/hr
Application Materials Required: Cover Letter, Resume/CV

• Colorado Residents: In any materials you submit, you may redact or remove any age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Application Materials Instructions: Please identify the job specific minimum qualifications you possess in your cover letter and be sure your resume includes any and all relevant experience to be accurately assessed against the qualifications listed in the posting. To apply, please submit the following application materials to this posting. 1. A current resume. 2. A cover letter that specifically addresses the job requirements and outlines qualifications.
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:
• Sick Time
• Bookstore Discount
• Fitness Center

Tentative Search Timeline:

• Priority will be given to applications submitted by February 24, 2025. However, this posting will remain open until filled.
• The potential employee start date is March 3, 2025.

Posting date: February 3, 2025
Unposting date: ongoing until filled
Posting contact email: job@fotf.org
Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Helping Families Thrive in Christ! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Salary : $22 - $25