Lighthouse Works, Inc.

Position Description

Position Title:                    Customer Care Professional – Organ Donation (Donor Family Liaison)

Required Hours:               Two-Week rotating ‘Panama’ schedule ; 12-hour days

• 11A – 11P (EST)
• Week A – Tues, Weds Sat
• Week B – Sun, Thurs, Fri, Sat

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 and beyond. Lighthouse Works also drives real business for real customers that supports and grows the rehabilitation training at Lighthouse Central Florida.

Basic Function:  

This role involves compassionate, sensitive communication with families who have recently lost a loved one. The Customer Care Professional will guide families through a structured eligibility questionnaire to determine organ donation potential. This requires a high level of emotional intelligence, empathy, and professionalism, as well as the ability to navigate emotionally charged conversations with care and respect.
 

Ideal Candidates

We’re looking for individuals who:

• Demonstrate exceptional empathy and emotional resilience
• Are skilled in trauma-informed communication
• Can maintain composure and compassion in emotionally intense situations
• Have experience in grief support, healthcare, social work, or similar fields
• Are passionate about supporting families during a critical moment and contributing to life-saving organ donation efforts

Essential Job Functions:

• Demonstrate exceptional empathy and emotional resilience
• Are skilled in trauma-informed communication
• Can maintain composure and compassion in emotionally intense situations
• Have experience in grief support, healthcare, social work, or similar fields
• Are passionate about supporting families during a critical moment and contributing to life-saving organ donation efforts
• 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 degree preferred.

Preferred Experience:

• Demonstrate exceptional empathy and emotional resilience
• Are skilled in trauma-informed communication
• Can maintain composure and compassion in emotionally intense situations
• Have experience in grief support, healthcare, social work, or similar fields
• Are passionate about supporting families during a critical moment and contributing to life-saving organ donation efforts

Demonstrated Knowledge and Skills:                 

Required:

• Strong attention to detail
• Excellent communication and interpersonal skills
• Ability to remain calm and courteous, even with frustrated or confused callers
• Strong problem-solving abilities
• Typing 35+ WPM

Preferred:

• Experience working in a face-to-face or contact center environment that is highly focused on customer experience.
• Bilingual (English/Spanish) helpful

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.