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 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

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.
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