Care Team Specialist

Overview

Be a Voice of Hope on the other end of the line. This isn’t just a role, it’s a sacred calling. Every day, people reach out in moments of pain, uncertainty, and searching. A single conversation, and a prayer - can change everything. We are seeking a Pastoral Care Specialist who feels called to meet people in those moments and faithfully point them to God's hope.

This position requires a deep passion for serving others and a strong understanding of the teachings of the Bible.

• Minimum 1 year of hands‑on ministry experience required.
• Minimum 1 year of experience working in a customer service environment required.
• Previous ministry training required (volunteer, leadership or staff training).
• Solid understanding of scripture and demonstrate strong knowledge of God's word.
• Able to demonstrate discernment on spiritual issues and have excellent listening skills.
• Excellent interpersonal and communication skills.
• Strong computer skills; MS Office products (Word, Excel, Outlook), and Social Media platforms, ability to learn new systems. Keyboarding speed of about 45+ WPM.
• Ability to multi‑task inbound/outbound calls and verbal/written communication with accuracy and excellence.
• Associates degree (or higher) in biblical studies, theology or equivalent a plus!
• Bilingual skills a plus!
• This is an on‑site position, so candidates within commute distance of Franklin, TN preferred.
• Most importantly, someone who is grounded in their faith and passionate about the mission of K‑LOVE. (Our Mission, Values & Beliefs)

* Must be able to work holidays as needed.

Location: On‑site in Franklin, TN

Available

Schedule:

Tuesday
- Saturday 2:00pm - 10:30pm or Sunday
- Thursday 2:00pm
-10:30pm

• Maintain a commitment to model our Care Team Values in every interaction with our ministry contacts and the rest of the Care Team.
• Practice the “5
  
  Cs” on every call and interaction (where applicable) across all our ministry channels.
• Answer prayer line calls and screen for appropriate support based on caller communication.
• Provide professional and personal experience, demonstrating empathy and care about their struggles, needs, and concerns.
• When necessary, complete prayer edits and perform other tasks for the ministry.
• Support additional channels, such as emails, chat, text, multi‑language, generation‑specific, etc. if necessary.
• When appropriate, transfer callers to pastors or other departments for additional support. This includes triaging and appropriately transferring crisis calls.
• Meet and exceed minimum expectations for work production, quality, and team culture.
• Maintain command of essential Care Team tasks and an understanding of the Care Team ethos.
• Demonstrate proficiency in initial Care Team tasks and responsibilities.
• Proactively respond to inquiries; clearly and positively communicate solutions with exceptional follow‑through.
• Collaborate with other departments as appropriate.
• Assure a high level of accuracy when providing information about K‑LOVE.
• Effectively collaborate and communicate with peers. Model and communicate best practices while maintaining your own spiritual, mental, physical, and relational health.
• Participate in additional training as necessary to keep skills current.
• Maintain a high degree of confidentiality with listener information and records.
• Pastoral Care is a support department and is not closed on holidays. As a result, we generally have a reduced team scheduled on holidays, but it is expected that all team members will share coverage and annual rotations.

• 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

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 singular radio station, K‑LOVE today owns and operates the nation’s two largest Christian…