Listener Services Associate

Franklin, Tennesee
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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