Customer Care Professional - DCF - Bilingual

Customer Care Professional - DCF - Bilingual

Optional Work from Home Remote - Orlando, FL 32806; Lighthouse Works - Orlando, FL 32806

Overview

Salary Range $14.50 Hourly Position Type Full Time Category Contact Center

Description

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 Candidates

We're looking for enthusiastic individuals who:

• Are passionate about helping families and supporting public service initiatives
• Have strong communication and problem-solving skills
• Are comfortable navigating sensitive topics with empathy and professionalism
• Thrive in a structured, performance-driven environment

Essential Job Functions:

• Answer inbound calls courteously and professionally
• Assist callers with SNAP & Medicaid inquiries, including:
  • Case status updates
  • Program eligibility and application guidance
• Navigate multiple systems to process transactions and document interactions
• Meet or exceed performance metrics, including call handling time and customer satisfaction
• Maintain confidentiality and adhere to agency protocols
• Represent Lighthouse Works' Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence

Qualifications

Education :

• High school diploma, GED, or equivalent required.
• Associate or bachelor's degree or equivalent experience preferred.

Experience :

• Call center or customer service experience preferred
• Comfort using basic computer systems and Microsoft applications

Demonstrated Knowledge and Skills:

Required:

• Bilingual (English/Spanish) Verbal & Written
• Strong communication and active listening skills
• Ability to remain calm and courteous under pressure
• Attention to detail and accuracy
• Typing speed of 35+ WPM

Preferred:

• Experience working in a contact center or customer service role
• Familiarity with SNAP and/or Medicaid programs or government services

Physical 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.