Listener Services Associate – F/T position, located in Franklin, TN

Franklin, TN
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Do you love working with people? Do you love solving problems? Can you do both while maintaining exceptional phone etiquette and composure? Family Radio is seeking a dynamic Listener Services Associate to be part of our Listener Services Team and become a listener champion.

 

Reporting to the LST Supervisor, 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; and capturing everything in our CRM system.

 

Duties and Responsibilities:

  • Develop a strong understanding of FR mission, programming, and communication channels to research and respond to listener inquiries in a timely, thoughtful, and personalized manner
  • Answer listener 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 listener needs to relevant individuals and departments as appropriate
  • Assist in the administrations in 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, welcome guests and others as assigned

 

Requirements:

  • Effective communication skills
  • Demonstrate initiative and leadership skills
  • Microsoft Excel, Word, Outlook, and other MS Office suites tools experience
  • CRM software experience (Workday, Microsoft NAV, other CRM systems)
  • One year + customer service experience (preferred)

 

Expectations:

  • Learn and navigate new software quickly
  • Reliable and punctual to be in 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
  • Manage stress effectively
  • Work in compliance with company policies and procedures
  • Work effectively in a team environment
  • Maintain a positive and cooperative rapport with staff, management, and listeners
  • Empathetic and People 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 Holiday’s

 

About Our Company:

Family Stations, 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 their open positions to sign a statement of faith.

If you have any questions regarding this position, please contact: jobs@familyradio.org

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