Audience Engagement Specialist (Customer Service Specialist)
Educational Media Foundation - K-LOVE, Air1, WTA & AccessMore
Marketing, Communications & Information Technology , Customer Service
Position Description / Responsibilities
Our Audience Engagement team has an opening for an Audience Engagement Specialist.
Because of our interactions with listeners, our Audience Engagement team serves as an extension of what is happening on-air. We enhance the listener experience through our level of customer service, offering accurate and timely responses to their inquiries.
The role of supporting and responding to listeners requires the ability to listen well, show empathy, effectively address the inquiry using conversational communication. We problem solve using ministry guidelines, balancing with creative solutions, improvisation, and discernment. It’s a high energy, fast-paced, fast-changing position because the volume and momentum are media and technology driven.
What you’ll be doing…
Delivering outstanding service through written & verbal communication and effective follow-up. Communication channels include phones, email correspondence, social media and text.
Respond to a high volume of email correspondence. (Lot’s of writing!)
Assist our donors with account updates, and listeners with questions through live phone calls. (Lot’s of calls!)
Respond to social media. (Lot’s of social media!)
Success for this position is based on understanding and portraying the EMF brands, knowing our listening audience and being personally passionate about our mission and values.
Shift Hours: Monday - Friday, 6am - 2:30pm
Hourly Rate: $16/hr
Work Location: Franklin, TN
What we’re looking for...
2+ years of experience working in a customer service environment.
Prior experience as a receptionist, writing correspondence or in customer service a plus!
Strong written and verbal communication. (Writing samples required.)
Ability to multi-task inbound/outbound calls and written correspondence with a high level of accuracy.
Strong attention to detail.
Minimum keyboard speed of 45 WPM.
Strong computer skills; with Microsoft Office (Word, Excel, Outlook), search engines, Social Media forums and smart devices.
Understanding and knowledge of our ministry or Christian music is helpful.
Ability to work independently, problem solve and contribute to the team.
Candidates currently in the Franklin, TN area preferred.
Apply on our website at : www.klove.com/jobs