Listener Services Associate (Customer Service / CSR)

Franklin, TN
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Family Radio (a.k.a. Family Stations, Inc.) is a nonprofit, Christian ministry centered around our mission:

“Everything we do at Family Radio is to enable people to discover, read, trust, and profess the Word of God, the Bible.”

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 Office Manager, 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 in order 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 check scanning, ACH processing and other applicable donation channels, enter and track 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:

  • Associate of arts degree or equivalent experience
  • Strong 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 (call center preferred)

Expectations:

  • Learn and navigate new software quickly
  • 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
  • Exhibit appropriate professional appearance and demeanor
  • Welcome personal and professional growth and development

Family Stations, Inc. is an Equal Opportunity Employer (EOE) and a nondenominational corporation.

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