Air1 Digital Care Specialist

Overview

Success in this position is based on understanding and portraying the new brands, knowing our listening audience and being personally passionate about our mission and values. 

We serve as an extension of what is happening on our digital media platforms through written engagement. Our goal is to enhance our audience experience by offering moderation or conversational responses that match the tone of a post, sometimes fun, sometimes serious.

We utilize ministry-wide resources and connections within all our media platforms. The role of supporting our digital platforms puts our team in a front line, first responder position.

Though an individual role, you are part of a team and together we problem solve, we’re creativity, we know how to improvise, and we follow ministry guidelines with discernment. This role is focused on spending our time and resources on doing things right and doing the right thing.  It’s a high energy, extremely fast-paced, fast-changing position because the volume and momentum are media and technology driven.

This position is located in Franklin, Tennessee.

Here's some of what you will be doing:

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• Use advanced trouble-shooting skills to isolate and repair equipment and/or resolve software/firmware problems in broadcast equipment.
• Deliver outstanding responses and communication in all our digital platforms not limited to but including Facebook, Instagram, Twitter, and FB Communities.
• Basic email engagement from the main Air1 boxes including folders: Songs & Artists, DJs, Concerts/Events & Community Calendars, Morning Show, News & Closer Look.
• Stay relevant with media trends – use trending response techniques that are within the voice of our brands.
• Help our audience locate or follow-up on content they have heard through our ministry.
• Meet and strive to exceed department goals and annual Key Performance Indicators (KPIs) in partnership with our Digital department in accuracy, timeliness, and representation of our brands.
• Actively use, contribute, and comment on knowledge articles to provide support to the Digital Media department and digital team.
• Have a base knowledge of the partnership with the Marketing department including (Design, Digital, Marketing and Community Engagement).
• Have a base knowledge of the partnership with our pastoral staff.
• Utilize Digital Department’s best practice guidelines in overseeing and moderating in all our digital platforms.
• Follow ministry guidelines as instructed in Knowledge Articles (KA) for escalation process at times when crisis situations may be expressed within digital platforms.
• Report feedback to appropriate departments using our forms and process for escalations.
• Utilize search tools (network websites, Google and more) to locate and assist our audiences with questions through verbal or written forms. Examples: Contest information, concert details, news stories, podcasts, media inquiries, station updates, song titles, artist names, ministry spots, website streaming, and all other on-air content.
• Report all technical, or security issues brought to the attention of Digital Media and escalate when needed; follow KA processes in reporting.
• Make outbound calls as needed, always representing our brand voice, ministry, and mission, when follow-up is requested by phone.
• Enter prayer requests when appropriate using Pray4One if a response mentions that we’ll be praying.
• Attend and participate in department meetings, ministry meetings, and training programs.
• Keep department and personal calendars updated, using Outlook efficiently for appointment reminders, meeting invitations, tasks, reminders, out of office messaging, and other helpful information.
• Be an advocate for exceptional accuracy, connection, and empathy as well as a role models for ministry values, and demonstrate a commitment to learn, improve and grow.
• Maintain liaison relationship with various departments in the ministry to troubleshoot and assist in resolving issues quickly, circling back when needed to those who contact us.
• Participate in test groups for product development production releases, upon request.
• Provide updates to the Manager on procedures, schedules, system updates, new work tools and key initiatives.
• Assist with department announcements, meetings, celebrations, training classes, and other department events.
• Assist Manager with assessments/scoring, interview schedules and at times participating in panel interviews.
• Assist with the onboarding process of new team members. Helping to build training materials. Provide written assessments of the new specialists’ skills and recommend an ongoing training plan to the Manager.
• Assist with department scheduling, forecasting for daily operations as well as Pledge Drive.
• Apply knowledge of Air1 brand, department processes and procedures in assisting with training and answering questions. Serve as a resource to leadership team.
• Listen to Air1. Be aware of the “brand voices” and distinguishing features.
• Embrace new tools, staying current and relevant with technological developments.
• Take personal responsibility and initiative for professional growth opportunities.
• Perform follow up with departments for information updates including Playlists, Music Logs, and Pastoral Content for Community Groups.
• Perform other duties as assigned.

Here's some experience we are seeking: 

• Associate degree, or combination of education/training with relevant experience preferred.
• Minimum of 2-3 years of experience working in a digital environment as an active responder or moderator.
• Strong computer skills; with proficiency using of Microsoft Office (Word & Outlook), SharePoint, search engines, Social Media forums and smart devices.
• Minimum keyboard speed of 45 WPM.
• Demonstrated understanding and knowledge of our listener supported ministry.
• Strong written and verbal communication required.
• Excellent research skills and a love of tracking down information.
• A team player: the digital group works as a team in achieving goals and maintaining daily coverage.
• Demonstrated ability to work independently, problem solve and contribute as a “first responder” department.
• Ability to multi-task in a variety of platforms or forums, moving forward with accuracy and excellence.
• Strong organizational and administrative skills; strong attention to detail.
• Exhibits versatility and flexibility. Regularly adapts to change while maintaining a positive attitude and high productivity.
• Demonstrated ability to represent ministry professionally and maintain listener confidentiality.
• Excellent interpersonal and communication skills with the ability to develop sincere business and ministry relationships.

What can we offer you?

• Industry leading Medical, Dental & Vision coverage
• Short/long term disability and life insurance
• Robust 401K with company match
• Parental leave with Baby Bonding pay
• Generous PTO, holiday and sick pay
• Unique company culture that includes exclusive access to concerts, movie premieres, media industry events, and more
• Leadership and Career Development Programs including free access to LinkedIn Learning platform

Why work for K-LOVE/Air1?

K-LOVE is a nonprofit, multi-platform media company on a mission to draw people closer to Christ. Founded in 1982 in Santa Rosa, CA, with a single radio station, EMF today owns and operates the nation's two largest Christian music radio networks (K-LOVE and Air1) with over 1,000 broadcast signals across all 50 states and beyond, streaming audio reaching around the world, and a growing family of media ministries including podcasts, books, films, concerts, and events. EMF employs nearly 500 team members between its offices in Nashville, TN, Rocklin, CA, and field locations around the country. You can view our mission and values here Mission, Beliefs & Values. 

“As an Equal Opportunity Employer, EMF makes employment decisions based on merit and other legitimate reasons. The Company is committed to a diverse and inclusive work environment and the promotion of equal employment opportunities regardless of protected class, characteristic or status.  However, EMF is also a religious non-profit organization where all team members contribute to the Company’s mission of encouraging our audiences “to have a meaningful relationship with Christ.” Therefore, pursuant to the Civil Rights Act of 1964, Section 702 (42 U.S.C. 2000e I(a)), EMF has the right to hire only candidates who agree with the Company’s Statement of Faith.  Also, as a religious non-profit organization, the Company is not governed by the CA Fair