Overview
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. 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. 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 HYBRID.
Focus and Scope – Essential duties and responsibilities which are basic, necessary, and an integral part of the role:
- Proactively influence our culture by demonstrating a positive, energetic influence throughout the ministry. Consistently represent the ministry with integrity through actions, words, and behavior that supports and aligns with our Mission and Values.
- Demonstrate the qualities of a life-time learner in the disciplines relevant to effectively perform job duties by taking personal responsibility for professional development and training.
- Actively participate and contribute to ministry wide initiatives and projects like Pledge Drives, Daily Prayer, All Team Meetings, All Team Celebrations, Service Projects, and others as announced.
- Support and contribute to ministry endeavors by following employment policies and practices and supporting a safe and healthy work environment.
- Maintain current understanding of technical processes/equipment, using technology to increase performance/productivity.
Digital Care Specialist Role Specific
Digital Care Specialist I
- Deliver outstanding responses and communication across all digital platforms including Facebook, Instagram, Twitter, and FB Communities.
- Basic email engagement from the main K-LOVE and Air1 boxes.
- 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).
- Work Pledge Drive shifts as required by all K-LOVE and Air 1 staff.
- Actively use and contribute to knowledge articles to provide support to the Audience Engagement (AE) department.
- Utilize Digital Department’s best practice guidelines in overseeing and moderating in all digital platforms.
- Report feedback to appropriate departments using our forms and process for escalations.
- Utilize search tools to locate and assist our audiences with questions.
- Report all technical or security issues to AE.
- Make outbound calls as needed, representing our brand voice.
- Enter prayer requests when appropriate.
- Attend and participate in department meetings and training programs.
- Keep department and personal calendars updated using Outlook efficiently.
- Be an advocate for exceptional accuracy, connection, and empathy.
- Maintain liaison relationships with various departments to troubleshoot and assist in resolving issues quickly.
Key Relationships
Reports to: Digital Care Specialist Supervisor
Direct reports: n/a
Qualifications and Requirements
Education
- Associate degree, or combination of education/training with relevant experience preferred.
#J-18808-Ljbffr
