Do you love serving people? Do you love solving problems? Can you do both while maintaining exceptional phone etiquette and composure? Family Radio is seeking a Listener Services Associate to be part of our Listener Services Team and become a listener champion in a faith-based broadcast ministry.
The Listener Service Associate will be a member of the frontline team interacting with Family Radio’s listeners and setting the pace for all listener experiences. Typical day-to-day responsibilities would consist of answering phones and other communication channels to field questions and requests from listeners; directing requests, emails, and voicemails to appropriate parties; taking donations; and capturing everything in our CRM system. We are listener-supported, so you are making connections with our listeners and potential donors who fund our ministry.
Duties and Responsibilities:
- Develop a strong understanding of the FR mission, programming, and communication channels to research and respond to listener inquiries in a timely, thoughtful, and personalized demeanor
- Answer phone calls, voice messages, emails, letters, and other communication channels as assigned with the highest levels of customer service
- Process and track all incoming calls and listeners’ interactions in Family Radio CRM systems
- Forward and escalate the listener’s needs to the relevant individuals and departments
- Assist in the administration of the donation processes, including entering and tracking donation information in applicable systems
- Participate and/or manage organization projects, donor list, and other duties as assigned
- Update listeners’ information as required
- Adhere to scheduled hours to ensure phone coverage is always available
- Perform additional duties, including help manage the reception area, welcoming guests, and others as assigned
Requirements:
- Effective communication and organizational skills
- Demonstrate initiative and execution skills to serve the ministry
- Microsoft Excel, Word, Outlook, and other MS Office suite tools experience
- CRM software experience (HubSpot, Bloomerang, Blackbaud, or other CRM systems)
- One year + customer service experience (preferred)
Expectations:
- Learn and navigate new software quickly
- Reliable and punctual in being in the office during scheduled hours
- Great time management skills
- Possess a strong work ethic, be a self-starter, and exhibit flexibility in a fast-paced environment
- Solve problems using initiative and excellent communication skills
- Work in compliance with company policies and procedures
- Work effectively in a team environment
- Maintain a positive and cooperative rapport with staff, management, listeners, and donors
- Empathetic and communication skills in supporting listeners
- Exhibit appropriate professional appearance and demeanor
- Welcome personal and professional growth and development
What We Offer:
- Competitive salary
- 403(b) retirement plan
- Medical coverage
- Paid Time Off
- Paid Holidays
About Our Company:
Loam Media, Inc. (“Family Radio”) is a legacy Christian non-profit religious multi-media ministry based in Franklin, Tennessee with its primary purpose to proclaim the Bible, the Word of God. Our culture is a nurturing and welcoming family environment.
Family Stations Inc. is a 501(c)(3) Charitable Organization and has a religious exemption that allows them to legally require a candidate for its open positions to sign a statement of faith. If you have any questions regarding this position, please contact: jobs@familyradio.org