Care Team Specialist I

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

39d • Onsite

About The Position

You're looking for a job that goes beyond mere employment; but instead is a calling on your life from God to provide spiritual support to people in all seasons. We are seeking a passionate individual like you to become our next Care Team Specialist I – where you'll connect with countless individuals spreading hope and giving spiritual support via phone, email, and social media. This position requires a deep passion for serving others and a strong understanding of the teachings of the Bible.
Here's what we're looking for...
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 “5Cs” on every call and interaction (where applicable) across all our ministry channels.
Answer prayer line calls and screens for appropriate support based on caller communication.
Provide professional and personal experience, demonstrating empathy and care about their struggles, needs, and concerns.
When necessary, completes prayer edits, and perform other tasks for the ministry.
Support additional channels, such as emails, chat, text, multi-language, generation-specific, etc. if necessary.
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 team culture.
Maintain command of essential Care Team tasks and an understanding of the Care Team ethos.
Demonstrate proficiency in initial Care Team tasks and responsibilities.
Proactively respond to inquiries; clearly and positively communicate solutions with exceptional follow through.
Collaborate with other departments as appropriate.
Assure 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.
Pastoral Care is a support department and is not closed on holidays. As a result, we generally have a reduced team scheduled on holidays, but it is expected that all team members will share coverage and annual rotations.

Requirements

• Minimum 1 year of hands-on ministry experience required.
• Minimum 1 year of experience working in a customer service environment required.
• Previous ministry training required (volunteer, leadership or staff training)
• Solid understanding of scripture and demonstrate strong knowledge of God's word.
• Able to demonstrate discernment on spiritual issues and have excellent listening skills.
• Excellent interpersonal and communication skills.
• Strong computer skills; MS Office products (Word, Excel, Outlook), and Social Media platforms, ability to learn new systems. Keyboarding speed of about 45+ WPM.
• Ability to multi-task inbound/outbound calls and verbal/written communication with accuracy and excellence.
• Most importantly, someone who is grounded in their faith and passionate about the mission of K-LOVE.
• Must be able to work holidays as needed.

Nice To Haves

• Associates degree (or higher) in biblical studies, theology or equivalent a plus!
• Bilingual skills a plus!
• This is an on-site position, so candidates within commute distance of Franklin, TN preferred.

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 “5Cs” on every call and interaction (where applicable) across all our ministry channels.
• Answer prayer line calls and screens for appropriate support based on caller communication.
• Provide professional and personal experience, demonstrating empathy and care about their struggles, needs, and concerns.
• When necessary, completes prayer edits, and perform other tasks for the ministry.
• Support additional channels, such as emails, chat, text, multi-language, generation-specific, etc. if necessary.
• 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 team culture.
• Maintain command of essential Care Team tasks and an understanding of the Care Team ethos.
• Demonstrate proficiency in initial Care Team tasks and responsibilities.
• Proactively respond to inquiries; clearly and positively communicate solutions with exceptional follow through.
• Collaborate with other departments as appropriate.
• Assure 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