Call Centers, Call Handling Time, Communication Skills, Computer Systems, Customer Satisfaction, Customer Support/Service, Detail Oriented, English Language, Government, High School Diploma, Keyboards, Lift/Move 25 Pounds, Medicaid, Microsoft Product Family, Multilingual, Office Equipment, Performance Metrics, Problem Solving Skills, SNAP, Servant leadership, Spanish Language, Telephone Skills, Transaction Processing/Management, Typing, Work From Home
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 amission-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.