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Family Stations, Inc.

Customer Service / Listener Services Supervisor

Family Stations, Inc.
Alameda, California, United States

Date Posted: 09/01/2017
Categories: Church/Ministry - Customer Service
Job Type: Full-Time

Job Description:

Family Stations, Inc. is a Christian Ministry and we provide an environment where the mind, body and spirit are acknowledged. In our lovely facility, you will find a prayer chapel off the downstairs, scripture displayed, and a nurturing working atmosphere where all are encouraged to thrive.


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


Duties and responsibilities:


Under the supervision of the Sr. Business Operations Manager, the Listener Services Supervisor will: 

  • Directly supervise the individuals responsible for providing the high-quality day to day support to Family Radio’s listeners
  • Manage the workflows and workloads of the team and assist with performance metric development and monitoring
  • Ensure and approve proper listener request entries and their timely fulfillment, adhering to 48 hour internal SLA
  • Ensure communication meets established Family Radio quality standards by working with the Writing Team
  • Train and mentor members of the Listener Services Team as needed
  • Assist Sr. Manager in maintaining CRM database integrity
  • Assist Sr. Manager in creating and maintaining scripts and templates for team use
  • Handle escalations and exercise sound judgement
  • Seeks opportunities for continuous improvement
  • Be the voice of the Listener Services Team to the rest of the organization
  • Other duties as assigned


The right candidate will:


Possess a positive attitude


See opportunities rather than obstacles


Is comfortable asking why and proposing new ideas


Possess good interpersonal skills


Customer service background/mindset


Previous Call Center Supervisor experience preferred


Computer proficiency




Education Required:

Bachelor’s degree preferred but applicable work experience will be considered in-lieu of degree.



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Please Note: This is a contract to hire position.


Family Stations, Inc. is an Equal Opportunity Employer (EOE) and a Non-Denominational Corporation.