Audience Support Associate

Educational Media Foundation - K-LOVE & Air1 • Franklin, TN

8d • Onsite

About The Position

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.

Requirements

• Associates Degree or equivalent experience
• Minimum 1 year of experience working in a customer service environment required.
• 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.
• Must be able to work holidays as needed.

Nice To Haves

• Spanish language proficiency preferred
• Previous ministry training and experience preferred (volunteer, leadership, or staff training).

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree