Family Help Specialist
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 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 Donor Studio 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 and intentionality in all work tasks as assigned
Other Duties/Responsibilities:
May be assigned as a Subject Matter Specialist (SMS) – primarily requires phone interaction, some written
May be 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
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
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Essential Duties/Responsibilities:
Responds with independent discernment to inbound and 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 Donor Studio 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 and intentionality in all work tasks as assigned
Other Duties/Responsibilities:
May be assigned as a Subject Matter Specialist (SMS) – primarily requires phone interaction, some written
May be 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
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
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
To apply please visit
https://usr57.dayforcehcm.com/CandidatePortal/en-US/fotf/Posting/View/1953?source=indeed
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