Constituent Services Representative
Position: Constituent Services Representative
Department: Constituent Response
Term: Permanent Full Time
Reports to: Director of Donor Relations
Location: Langley, BC ( Hybrid)
Salary range: $21 - $23 per hour
About Us
Focus on the Family Canada is a Christian not-for-profit dedicated to helping families thrive since 1983. Through our programs, resources, and initiatives, we support individuals and families in navigating life's challenges with faith, resilience, and love. Rooted in biblical values, we believe in fostering strong, healthy relationships and empowering communities through compassionate and faith-based support. Learn more at www.focusonthefamily.ca
About the Opportunity
We are seeking a compassionate, service-oriented Constituent Services Representative to join our Constituent Response team. This role serves as a primary point of contact for donors, constituents, and ministry partners, providing exceptional customer service while representing the mission and values of Focus on the Family Canada.
The candidate must be proficient in Microsoft Word, Excel, and Outlook, and self-directed, able to multi-task, and willing to work overtime when necessary.
Why Join Us?
Be part of a mission-driven team that makes a tangible difference in the lives of families.
Work in an organization that prioritizes faith, social responsibility, and holistic family support.
Enjoy a collaborative and supportive work environment with opportunities for professional growth.
Enjoy generous paid time off and leave to ensure you have time to recharge.
Comprehensive extended health benefits to promote physical and mental well-being
Provision of Employee Assistance Program (EAP) including counseling to support mental health.
Enjoy store discount for staff to all Focus on the Family resources and materials.
RRSP Matching starting at 5% after a year of continuous employment to help plan your financial future.
What’s the job?
The Constituent Services Representative delivers outstanding service to constituents who contact Focus Canada by phone, email, live chat, mail, or in person. This role processes donations and orders, responds to inquiries, welcomes new constituents, provides prayer support, and helps connect individuals with relevant ministry resources.
The ideal candidate enjoys serving people, is highly detail-oriented, thrives in a fast-paced environment, and is comfortable integrating faith into daily interactions.
Your responsibilities as the Constituent Services Representative will include:
Customer Service & Constituent Care
Respond to constituent inquiries by phone, email, live chat, and mail
Provide exceptional customer service with professionalism, empathy, and compassion
Assist constituents in identifying and accessing appropriate ministry resources
Record prayer requests and pray with constituents when appropriate
Represent the ministry in a positive and Christ-centered manner during every interaction
Donation & Order Processing
Process donations, product orders, subscriptions, and ministry resource requests
Manage recurring monthly donor contributions and update payment information as required
Process refunds, exchanges, returns, and order adjustments
Handle registrations and payments for ministry events and conferences
Complete detailed data entry and administrative processing with a high degree of accuracy
Donor Engagement & Outbound Calling
Conduct donor thank-you calls and constituent outreach campaigns
Welcome new constituents and introduce them to Focus on the Family Canada's ministry services
Build positive relationships with donors and supporters
Record prayer requests and provide prayer support during outreach calls
Other Participation:
Participate in team meetings, training, devotions, and prayer opportunities
Support the mission, values, and ministry philosophy of Focus on the Family Canada
Contribute positively to a collaborative team environment
About You:
A deep commitment to the mission, vision, and values of Focus on the Family Canada.
Grade 12 diploma or equivalent
Post-secondary education is considered an asset
2–5 years of customer service, call center, donor relations, or administrative experience
Proficient in Microsoft Word and, Excel
Strong attention to detail and accuracy
Effective time management and organizational abilities
Comfortable using the telephone extensively throughout the day
Ability to maintain confidentiality and exercise discretion
Team player, willing to be flexible during busy season to succeed as a team
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