Customer Care Professional - DCF - Bilingual

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals in Central Florida. Lighthouse Works also drives real business for real customers that supports and grows the rehabilitation training at Lighthouse Central Florida.Basic Function:We are seeking Customer Care Professionals to support the Florida Department of Children & Families. This role involves assisting callers with inquiries related to SNAP benefits and Medicaid, including applications & enrollment, case status, and general program information. The position can be fully remote, or onsite in our Orlando, FL contact center, or a hybrid of both.Ideal CandidatesWe’re looking for enthusiastic individuals who:Are passionate about helping families and supporting public service initiativesHave strong communication and problem-solving skillsAre comfortable navigating sensitive topics with empathy and professionalismThrive in a structured, performance-driven environmentEssential Job Functions:Answer inbound calls courteously and professionallyAssist callers with SNAP & Medicaid inquiries, including:Case status updatesProgram eligibility and application guidanceNavigate multiple systems to process transactions and document interactionsMeet or exceed performance metrics, including call handling time and customer satisfactionMaintain confidentiality and adhere to agency protocolsRepresent Lighthouse Works’ Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment, and ExcellenceEducation:High school diploma, GED, or equivalent required.Associate or bachelor's degree or equivalent experience preferred.Experience:Call center or customer service experience preferredComfort using basic computer systems and Microsoft applicationsDemonstrated Knowledge and Skills:Required:Bilingual (English/Spanish) – Verbal & WrittenStrong communication and active listening skillsAbility to remain calm and courteous under pressureAttention to detail and accuracyTyping speed of 35+ WPMPreferred:Experience working in a contact center or customer service roleFamiliarity with SNAP and/or Medicaid programs or government servicesPhysical Demands:Prolonged sitting and standing for extensive periods.Frequent computer, keyboard, telephone, and other office equipment operation.Occasional reaching, stooping, crouching, or lifting up to 25 pounds.Requirements:Must pass Level II background check. #J-18808-Ljbffr Lighthouse-Works