Call Center & Company Communications Coordinator

Call Center & Company Communications Manager

Open Arms Solutions & FCS

Remote Local to Chicago area

Full-Time

About the Role

Open Arms Solutions is looking for a highly organized personable and responsive Call Center & Company Communications Coordinator to oversee our live answering and company communication functions.

This is a highly visible role within our organization. You will help ensure that clients families caregivers referral partners and employees receive a professional and helpful experience whenever they contact Open Arms and FCS.

Youll also serve as an important communication link between our callers and our internal teams helping make sure questions get answered messages reach the right people and urgent concerns do not fall through the cracks.

The position currently oversees the live answering/call-routing function and supports communication across caregivers clients office staff and leadership.

What Youll Do

Manage Our Main Phone & Call Center Function

• Help oversee the day-to-day operation of our live answering and call-routing function.
• Ensure incoming calls are answered professionally and directed to the appropriate person or department.
• Monitor call quality response times and message accuracy.
• Identify recurring questions complaints or communication issues and bring them to leaderships attention.

Create an Excellent Caller Experience

• Provide a warm professional experience for clients families caregivers referral sources and community partners.
• Help callers navigate the organization and connect quickly with the right resource.
• Maintain clear call guides FAQs and scripts for commonly received questions.
• Ensure urgent calls and escalations are appropriately handed off to Scheduling Client Services HR or leadership.

Support Company-Wide Communication

• Help information move clearly and consistently between departments.
• Support internal communication so employees remain informed and aligned.
• Track common questions or issues coming through the phone system and identify opportunities to improve communication and processes.

Provide Administrative & Project Support

• Assist with company communications documentation and special projects.
• Coordinate follow-up across multiple departments.
• Help ensure important assignments move from discussion to completion.
• Support HR-related communications and projects when assigned.
• The current position has also supported employee communications policy/process development documentation employment verification and investigation-related work.

What Were Looking For

The ideal candidate is someone who:

• Communicates exceptionally well by phone email and in person
• Is warm professional confident and service-oriented
• Is highly organized and dependable
• Can manage several priorities without losing track of details
• Takes ownership instead of waiting to be reminded
• Exercises good judgment when handling sensitive situations
• Knows when to solve an issue directly and when to escalate it
• Can work effectively with employees at every level of an organization
• Is comfortable learning systems processes and new responsibilities
• Enjoys being the person who helps keep communication and follow-through organized

Technology

The ideal candidate is someone has direct user experience with:

• Office 365 suite of technology: Outlook Teams CoPilot
• Wellsky personal care
• Paycom payroll system
• CRM

Preferred Background

We would especially value candidates with experience in one or more of the following:

• Call center or high-volume phone operations
• Customer service
• Office or administrative management
• Healthcare home care senior care or another service-oriented organization
• Employee communications
• HR or employee-relations support
• Project coordination

What Success Looks Like

Success in this role means people consistently feel that someone answered someone listened and someone took ownership .

Calls are routed correctly. Messages dont disappear. Urgent issues reach the right people. Employees know where to go for answers. Leadership understands recurring issues and communication across the company becomes simpler and more reliable.

About Open Arms Solutions

Open Arms Solutions provides care and support to seniors and their families. Our team works closely with clients caregivers employees and community partners making communication responsiveness and follow-through essential to the experience we provide.

If youre a strong communicator who loves helping people creating organization solving problems and making sure things get done wed like to hear from you.

Required Experience:

IC