Communications Center Coordinator

Description

This position works a hybrid schedule at our East Point location

The Atlanta Community Food Bank is working to end hunger in our community with the food, people and big ideas needed so that no one worries where their next meal is coming from. Since 1979, we've been providing food for a growing network of nonprofit partners - including food pantries, community kitchens, childcare centers, night shelters and senior centers. We currently serve more than 700 partners in 29 counties across metro Atlanta and north Georgia.

The Communications Center Coordinator serves as a primary point of contact for neighbors, helping ensure they have a seamless, supportive experience when accessing food assistance and other resources. This role combines customer service, appointment and delivery coordination, problem-solving, and technology to connect neighbors with the services they need.

The ideal candidate is a strong listener, thoughtful problem solver, and relationship builder who takes ownership of each interaction and works to find solutions that best support our neighbors. This role plays an important part in ensuring timely, accurate, and compassionate service across our Community Food Centers and delivery programs.

Communications Center / Partner Relations

• Serve as the primary point of contact for neighbors through inbound and outbound phone interactions, providing responsive, compassionate, and solutions-focused support.
• Respond to questions related to food assistance, donations, volunteer opportunities, benefits, and other available resources.
• Build rapport with neighbors, understand their needs, and take ownership of resolving questions or concerns.

• Schedule appointments for neighbors at the four Community Food Centers (CFCs) in Atlanta, Marietta, Jonesboro, and Stone Mountain.
• Create and maintain accurate neighbor profiles to support access to CFC services and food delivery assistance.
• Connect neighbors with appropriate resources and coordinate scheduling changes, updates, or service needs.

• Coordinate food deliveries with Amazon and Door Dash drivers to support accurate and timely delivery of food to neighbors.
• Generate, maintain, and upload delivery sheets and related documentation using Microsoft Excel and applicable delivery platforms.
• Proactively identify and resolve issues related to appointments or deliveries, communicating delays or changes to neighbors and providing alternative solutions when needed.

• Manage and monitor K-Launch, the organization's AI-powered texting platform, to support neighbor communication, appointment scheduling, and service coordination.
• Maintain accurate information and workflows within the platform to promote efficient and consistent communication.
• Identify opportunities to improve processes, technology, and communication methods to enhance the neighbor experience.

• Customer Focus
• Decision Making
• Accountability
• The Ability to Navigate Change

• Exceptional Customer Service:
  Deliver outstanding service through effective communication, empathy, and problem-solving.
• Demonstrates initiative and organization in managing multiple tasks and responsibilities.
• Ability to handle multiple platforms and tasks simultaneously without compromising quality.
• Navigate various technological platforms (Excel, K-Launch, Amazon, Door Dash) with ease, ensuring data accuracy and effective use of systems.

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works in a typical office setting and within the community. There may be extended periods of sitting, listening, talking and/or visual concentration; writing and/or computer use.