Online Community & Comment Moderator, Front Desk

Administration · Washington, District of Columbia
Department Administration
Employment Type Full-Time
Minimum Experience Mid-level

ChristianPost.com is the nation's most comprehensive Christian news website and was launched in March 2004, incorporated with the vision of delivering up-to-date news, information, and commentaries relevant to Christians across denominational lines.


As a pan-denominational Christian media source, The Christian Post views all Christ-centered denominations as equal constituents of the body of Christ and does not promote or demote any Christ-centered denomination and/or congregation.


Please note that only candidates who answer all application questions below will be considered.


Job Description


The Christian Post is looking for a professional Online Community & Comment Moderator to manage the comment and community moderation of several websites and brands. He/she will also manage receptionist and administrative duties at our main entrance desk when not working on comment moderation tasks. He/she will be responsible for a range of duties including answering calls, helping customers and subscribers solve their product- or service-related problems through phone, email, or in-person conversations, receiving visitors at the front desk, moderating our reader’s comments, and more. Experience with strategic communications or specifically social media/social media marketing a plus!


He/she must provide our visitors, customers, magazine subscribers and website readers with outstanding customer service and support. As a ‘face’ for our company, the successful candidate will be presentable, energetic, and friendly, with outstanding people’s skills. He/she should have a talent for multi-tasking, with excellent communication and organizational skills. The candidate must be ready to assist colleagues with light administrative support whenever necessary. 


This position is based in Washington, D.C.



Responsibilities:


 • Carefully review comments posted by christianpost.com readers, crossmap.com communities, facebook page comments daily

 • Help readers understand the comment guidelines, and give warnings to those who violate the them when necessary

 • Improve comment experience and maintain a healthy, safe, and civil environment for readers and staff to engage in thoughtful discussion

 • Remove inappropriate, offensive, illegal and harmful content 

 • Reply to commenting questions and comments via email

 • Regularly report on insights gained from community moderation

 • Provide a high quality user experience

 • Improve the comment experience and ultimately make it a safe environment for readers and staff to engage in thoughtful discourse

 • Additional duties may be assigned, and functions may be modified, according to business necessity.


Front desk/reception tasks include guiding and welcoming visitors as soon as they arrive, answering, screening, and forwarding incoming calls, responding to enquiries, taking/relaying messages etc.

Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, brochures, and paper. 

Check customer service emails, respond to emails and provide them with superb customer service.

Research answers to customer questions

Redirect visitors and phone calls to the appropriate department/office and take down messages. 

Provide basic and accurate information in-person and via phone/email

Receive, sort and distribute daily mail/deliveries to their appropriate departments.

Monitor, organize and forward emails.

Using conflict resolution skills to diffuse angry visitors, customers, readers

Building positive rapport with customers, readers

Assure that only authorized persons enter the property

Maintain office security by following safety procedures and controlling access via the reception desk (monitor logbook, issue visitor badges)

Prepare a formal report of any incidents occurring on the shift, maintain the building/area security log and other irregularities, such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences.

Obtain statements from staff as appropriate to properly document significant events, which occurred during that day's shift


The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular position. It is not intended to limit in any way the right of supervisors to assign, direct and control the work of employees under their supervision.


Minimum Requirements:


• Agree with The Christian Post statement of faith

• A minimum of 2 years of proven experience in a similar role, moderating or facilitating online communities or discussion groups

• Bachelor's Degree

• Basic computer skills

• Passion for Christian journalism

• Good at overall community management, respecting the specificities and dynamics of diverse groups. 

• Exceptional customer service, and solid written and verbal communication skills 

• Professional attitude and appearance, customer service mindset

• Ability to handle crisis situations calmly and efficiently, proactive and resourceful when issues arise

• Must be able to speak clearly with a sound voice to assist all incoming callers

• Excellent organizational and multi-tasking abilities.

• Good understanding of office administration 

• Self-motivated, trustworthy, and a team player who is willing to do what it takes to get the job done

• Detail-oriented approach to reviewing sensitive content, "thick-skinned" when it comes to reviewing inappropriate comments

• Strong analytical skills for discerning different degrees of content compliance

• Must successfully complete a background investigation and a drug screen in accordance with all federal, state, and local laws



Benefits and Perks


 • Medical

 • Dental

 • Vision

 • Paid Time Off

 • Sick Leave

 • Paid Holidays

 • Maternity/Paternity Leave

Thank You

Your application was submitted successfully.

  • Location
    Washington, District of Columbia
  • Department
    Administration
  • Employment Type
    Full-Time
  • Minimum Experience
    Mid-level