Call Center & Communications Coordinator

Open Arms Solutions & FCS

Remote, Local to Chicago area

Full-Time

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.

You'll 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.

• 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 leadership's attention.

• 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.

• 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.

• 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.

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 elevate 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

The ideal candidate is someone has direct user experience with:

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

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

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