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
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…