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.

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.

 *Must be able to work holidays as needed.

Location:   On-site in Franklin, TN 

Available Schedule:   Sunday - Thursday  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 including free access to LinkedIn Learning platform

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

Educational Media Foundation (EMF) 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, EMF 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. 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 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)), EMF 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.”

Qualifications

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