Lighthouse Works, Inc.
Position Description

Position Title:                    Customer Care Professional – Florida Fish & Wildlife
Required Hours:               M-F Day Shift
Employee Status:             Hourly / Non-Exempt
Reports to:                         Contact Center Team Leader

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:  

Lighthouse Works is a mission-driven, values-based organization that provides inclusive employment opportunities for blind and visually impaired individuals while delivering exceptional customer service to real-world clients.

We are currently seeking Customer Care Professionals who are passionate about Florida’s natural resources and love the outdoors. This role supports the Florida Fish and Wildlife Conservation Commission (FWC), assisting callers with hunting, fishing, boating, licenses & permits, and wildlife-related inquiries. It's an excellent opportunity for individuals who enjoy talking about the great outdoors and want to contribute to wildlife conservation efforts across the state.

Ideal Candidates

We’re looking for enthusiastic individuals who:

• Enjoy hunting, fishing, wildlife, natural habitats in Florida’s wildlife management areas, state parks, and forests, etc.
• Are comfortable discussing hunting, fishing, outdoor regulations, seasons, and permits
• Appreciate Florida’s natural beauty and want to help others enjoy it safely and responsibly

Essential Job Functions:

• Answer inbound calls professionally and courteously, assisting with FWC-related services such as:
  • Hunting & fishing license purchases
  • Season dates and bag limits
  • Provide accurate, friendly, and respectful support to all customers
• 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
• Hunting, Fishing experience required
• Outdoor industry, FWC programs, or recreational licensing knowledge a plus
• Comfort using basic computer systems and Microsoft applications

Demonstrated Knowledge and Skills:            

Required:

• Passion for outdoor recreation and public service
• Attention to detail
• Excellent Communication Skills
• Ability to remain calm and courteous, even with frustrated or confused callers
• Strong communication and problem-solving abilities
• Typing 35+ WPM

Preferred:

• Experience working in a call center, contact center, or customer service role.
• Bilingual (English/Spanish) helpful
• Outdoor industry, FWC programs, or recreational licensing knowledge a plus

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.

For employees living with visual impairments, you must provide documentation from a physician of legal blindness. Legal blindness is defined as: "Central visual acuity does not exceed 20/200 in the better eye with correcting lenses OR whose visual acuity, if better than 20/200, is accompanied by a limit to the field of vision in the better eye to such a degree that its widest diameter subtends an angle no greater than 20 degrees." These conditions are based on the federal Javits-Wagner-O'Day work program for legally blind individuals.

The employment policy of Lighthouse Central Florida and Lighthouse Works is to provide equal opportunity to all persons. Our company, therefore, has committed to equal employment opportunity through a positive and continuing affirmative action program. Lighthouse Central Florida and Lighthouse Works will recruit, hire, train, and promote qualified individuals in all job titles and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, military, and veteran status, or disability.

All descriptions have been reviewed to ensure that only essential functions and primary duties have been included. Requirements, skills, and abilities have been determined to be the minimal standards required to perform the positions successfully. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and conditions may be assigned by supervisors as deemed appropriate.

The Americans with Disabilities Act may modify requirements to reasonably accommodate disabled individuals. However, no accommodation will be made that may pose serious health or safety risks to the employee or others or impose undue hardships on the organization.