Audience Support Associate

Overview Are you driven by compassion and the desire to make a meaningful impact in people’s lives? As a vital member of our Pastoral Care Team, you’ll 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 job—it’s a calling to serve others graciously, providing hope, encouragement, and connection to those who need it most. Qualifications Associate’s Degree or equivalent experience Spanish language proficiency preferred Minimum 1 year of experience working in a customer service environment required Previous ministry training and experience preferred (volunteer, leadership, or staff training) Knowledge of a Christian/Biblical approach to customer service Discernment on spiritual issues and excellent listening skills Understanding and knowledge of Scripture Excellent interpersonal and communication skills with ability to develop sincere business and ministry relationships Ability to work independently, problem‑solve, and multi‑task Strong computer skills; knowledge of Microsoft Office products (Word, Excel, Outlook), SharePoint, Studio Enterprise, Pray4One, Interactive Scripter, social media forums, and smart devices Minimum keyboard speed of 45 WPM Ability to multi‑task inbound/outbound calls, verbal/written communication, and maintain accuracy and excellence Versatility and flexibility, adapting to change while maintaining a positive attitude and high productivity Professional representation of ministry and maintenance of listener confidentiality Commitment to the culture, mission and values of K‑LOVE Ability to work holidays as needed Location On‑site in Franklin, TN Available Schedule Tues – Sat 2:00 pm – 10:30 pm Responsibilities Maintain a commitment to model our Care Team Values in every interaction with ministry contacts and the Care Team Practice the “5 C’s” 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 email, chat, text, multi‑language, generation‑specific, etc. if necessary Provide professional and personal experience demonstrating empathy and care about the caller’s struggles, needs, and concerns When appropriate, transfer callers to pastors or other departments for additional support, including 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 acquire a higher‑level 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 Ensure a high level of accuracy when providing information about K‑LOVE 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 Benefits Industry‑leading medical, dental, and vision coverage Short‑ and long‑term disability and life insurance Robust 401(k) with company match Parental leave with baby bonding pay Generous PTO, holiday, and sick pay Unique company culture with access to concerts, movie premieres, media industry events, and more Leadership and career development programs Equal Employment Opportunity Statement As an Equal Opportunity Employer, K‑LOVE 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, K‑LOVE is also a religious non‑profit organization where all team members contribute to the Company’s 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)), K‑LOVE has the right to hire only candidates who agree with the Company’s Statement of Faith. Also, as a religious non‑profit organization, the Company is not governed by the CA Fair Employment and Housing Act. #J-18808-Ljbffr K-LOVE