Audience Support Associate

Are you driven by compassion and the desire to make a meaningful impact in peoples lives As a vital member of our Pastoral Care Team youll be the heart and voice of our audience support channel offering personalized care a listening ear and heartfelt prayer when needed. This role is more than a jobits a calling to serve others graciously providing hope encouragement and connection to those who need it most.

Heres what were looking for...

• Associates Degree or equivalent experience
• Spanish language proficiencypreferred
• Minimum 1 year of experience working in a customer service environment required.
• Previous ministry training and experience preferred (volunteer leadership or staff training).
• Demonstrate knowledge of Christian/Biblical approach to customer service.
• Must be able to demonstrate discernment on spiritual issues and have excellent listening skills.
• Demonstrate understanding and knowledge of Scripture.
• Excellent interpersonal and communication skills with the ability to develop sincere business and ministry relationships.
• Demonstrate ability to work independently problem solve and multitask.
• Strong computer skills; knowledge of Microsoft Office products (Word Excel Outlook) SharePoint Studio Enterprise Pray4One and Interactive Scripter software in addition to Social Media forums and smart devices.
• Minimum keyboard speed of 45 WPM.
• Ability to multitask inbound/outbound calls verbal/written communication moving forward with accuracy and excellence.
• Exhibits versatility and flexibility. Regularly adapts to change while maintaining a positive attitude and high productivity.
• Demonstrate ability to represent ministry professionally and maintain listener confidentiality.
• Commitment to the culture mission and values of KLOVE.

*Must be able to work holidays as needed.

Location: Onsite in Franklin TN

Available Schedule: Tuesday Saturday 2:00pm 10:30pm

Want to know more As an Audience Support Associate here are a few things youd be doing...

• Maintain a commitment to model our Care Team Values in every interaction with our ministry contacts and the rest of the Care Team.
• Practice the 5 Cs of service on every call where they are applicable.
• Answer audience support calls and complete prayer edits in the Pray4One system. Screen for appropriate support based on caller communication.
• Support additional channels such as emails chat text multilanguage generationspecific etc. if necessary.
• Provide professional and personal experience demonstrating empathy and care about the callers struggles needs and concerns.
• When appropriate transfer callers to pastors or other departments for additional support. This includes triaging and appropriately transferring crisis calls.
• Meet and exceed minimum expectations for work production quality and availability for calls.
• Demonstrate competence in essential tasks and in acquiring a higherlevel understanding of the Care Team ethos.
• Proactively respond to inquiries; clearly and positively communicate solutions with exceptional follow through.
• Collaborate with other departments as appropriate.
• Assures a high level of accuracy when providing information about KLOVE.
• Effectively collaborate and communicate with peers. Model and communicate best practices while maintaining your own spiritual mental physical and relational health.
• Participate in additional training as necessary to keep skills current.
• Maintain a high degree of confidentiality with listener information and records.

What can we offer you

• Industry leading Medical Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO holidayand sick pay
• Unique company culture that includes exclusive access to concerts movie premieres media industry events and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform

Why work for Educational Media Foundation KLOVE/Air1

Educational Media Foundation (EMF) is a nonprofit multiplatform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa CA with a singular radio station EMF today owns and operates the nations two largest Christian music radio networks (KLOVE and Air1 with over 1000 broadcast signals across all 50 states streaming audio reaching around the world and a growing family of media ministries including podcasts books films concerts and events. EMF employs nearly 500 team members between its offices in Nashville TN Rocklin CA and field locations around the country. View our mission beliefs and values.

As an Equal Opportunity Employer EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class characteristic or status. However EMF is also a religious nonprofit organization where all team members contribute to the Companys mission of encouraging our audiences to have a meaningful relationship with Christ. Therefore pursuant to the Civil Rights Act of 1964 Section 702 42 U.S.C. 2000e I(a) EMF has the right to hire only candidates who agree with the Companys Statement of Faith. Also as a religious nonprofit organization the Company is not governed by the CA Fair Employment and Housing Act.

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