Lighthouse Works, Inc.

Position Description

Position Title:                    Customer Care Professional – Florida Department of Revenue, Child Support

Required Hours:               M-F Day Shift

Location:                             100% On-Site  - Orlando, FL Contact Center

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:  

We are seeking Customer Care Professionals to support the Florida Department of Revenue Child Support Division. This role involves assisting callers with inquiries related to child support services, including case status, payment processing, enforcement actions, and general program information. The position is based entirely on-site at our Orlando, FL contact center.
 

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 child support-related inquiries, including:
• Case status updates
• Payment and enforcement information
• 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:

• 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:

• Bilingual (English/Spanish)
• Experience working in a contact center or customer service role
• Familiarity with child support 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.

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.