Audience Support Associate

Pastoral Care Team Member

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 jobit's a calling to serve others graciously, providing hope, encouragement, and connection to those who need it most.

Here's what we're looking for...

• Associates 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).
• 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 multi-task.
• 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 multi-task 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 K-LOVE.

Location: On-site 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 you'd 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 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 emails, 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. 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 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.
• Assures 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.

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, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs

Why work for Educational Media Foundation, K-LOVE/Air1?

K-LOVE is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a singular radio station, K-LOVE today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 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. K-LOVE employs over 500 team members between its offices in Nashville, TN and field locations around the country. View our mission, beliefs, and values.

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.